Incoming emails don't create Jira work items after Outlook re-authorization

Summary

Mail handlers aren't creating work items in Jira when Microsoft Outlook is set to a language other than English after re-authorization.

The error "No messages were found in this mailbox" appears after testing mailbox connection to Jira's mail handler.

Solution

Confirm Jira mail handler "Folder name" matches Outlook

When Jira's Mail Handler is configured to use the default folder, this matches with "Inbox" in Outlook.

If the Default language set in the Outlook mail client or OWA is other than English, the word "Inbox" will be translated, and emails won't be processed appropriately. Please refer to the screenshot below:

To resolve the issue, either:

• Change the language of Outlook Web and Outlook app to English and wait for a while to check if the issues have been created

  • OR

• Set the translated name from Outlook's Inbox as the Folder Name section on the Jira mail handler configuration.

  • For example, if the folder name in Outlook is Bandeja de entrada, then the same information should be present on the Mail Handler configuration:

    

Please keep in mind that if you process mail via a subfolder, then the name structure must be as presented in the documentation: Creating tickets from a "Specific folder" from the Mailbox using Incoming Mail handler.

Microsoft365 and Outlook re-authorization announcement

This is specifically likely to occur after the connection between Jira and M365 is re-authorized. Please refer to this community announcement for more details.