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 result in request failures for various reasons. This may result in error messages like:
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
The "unable to connect / temporarily disabled this channel" error (Gmail 403 Forbidden) is almost always because Jira was not granted read/compose/send access to the mailbox during OAuth, or the OAuth token was revoked.
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 Space settings > Channels & Self service > Email. Next to the handler, click the three dots > Remove > confirm.
Add external email > Continue with Google, and when reconnecting, explicitly grant: 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.
After reconnecting, send a test email to the address and check Project Settings > Channels & self-service > Email > Processing logs to confirm the message is pulled without the 403.
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