Configure OAuth Custom Mail Handler for SSO in JSM Cloud

Summary

Learn how to resolve connectivity issues with custom email accounts in Jira Service Management using Basic Authentication.

Solution

Resolve Authentication Issues When Migrating from Basic Auth to OAuth with SSO in Jira

Basic Authentication was phased out in favor of Open Authentication (OAuth), which is more secure. Switch to OAuth soon for better security without sharing your password.

When using Single Sign-On (SSO) with your Jira site and migrating from Basic Authentication to Open Authentication (OAuth), you may encounter authentication issues that prevent setup completion.

The scenario and solution below describe what happens and how to solve it.

You want to update your Jira Service Management email channel to use Open Authentication (OAuth) instead of Basic Authentication for a more stable connection with your custom mail account. However, with Single Sign-On (SSO) enabled, connecting the custom email account over OAuth mistakenly attempts to connect to your personal email account. This issue prevents you from connecting your Custom Mail Handler over OAuth when using SSO.

In this scenario, you will need to "trick" Jira into allowing the Custom Email Account to authenticate over SSO instead of your email account.

1. So you first need to log in to SSO and your Jira Account.

2. Then sign out of SSO only.

   1. This will allow you to stay in Jira but be logged out of SSO.

3. Now that you are in Jira with your Atlassian Account, you need to add the Custom Email Account to the Project.

   1. This will allow Authentication through the custom email account instead of your Atlassian Account's Email Address, as no one is logged in over SSO.

   2. Then, you can simply log in using the custom email account credentials instead.

More information on the OAuth process can also be found using the link below:

• Switch your Microsoft and Google email accounts to OAuth