Troubleshoot Google email account connection issues in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Linking a Google email account to a service project may cause request failures if Jira lacks mailbox access permissions, leading to an error message.
Looks like we're unable to connect to [example@atlassian.com]
We're currently unable to get requests from [example@atlassian.com] so we've temporarily disabled this channel.
Please reconfigure the custom email address in email settings and try again.
Retrying in XX minutes - Email pulling has failed X times consecutively (Reason: com.google.api.client.googleapis.json.GoogleJsonResponseException: 403 Forbidden GET https://gmail.googleapis.com/gmail/v1/users/example@atlassian.com/messages?maxResult...Solution
Give Jira read permission to the mailbox
To fix this, you will need to disconnect and reconnect the email account on the project.
Go to Project settings > Channels & Self service > Email.
Next to the connected handler, click on more actions (three dots) > Remove > Confirm.
Click on Add external email > Continue with Google.
When following the steps to reconnect, ensure you check the following required permissions:
Select what Jira Service Management can access > Read, compose, and send emails from your Gmail account.
If your Gmail account is the only connected email, you can't disconnect it. First, select Create Atlassian email. After it's created, update the reply-to address to the default cloud email. Once you reconnect your custom email, update the reply-to address again.
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