Summary

As mentioned in the announcement, all customers using M365 accounts to create issues in Jira need to re-authorise their mail servers. However, Mail handlers do not create issues in Jira when the language for the Microsoft Outlook client is set to a language other than English after re-authorisation. 

Environment

Jira Cloud

Cause

When we have Mail Handler configured to use the default folder as Inbox to read and process the Emails from, in this case, if we Test the connection to the Mailbox we may come across the below error despite the email being present in the Inbox folder.

This usually happens if the Default language set in the Outlook mail client or OWA is other than English and the Inbox folder is not read. Please refer to the screenshot below.

Solution

To resolve the issue we can perform either of the below steps.

• You can 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
• You can update the translated name of Inbox from Outlook in the Folder Name section on the mail handler configuration.

Note : Please note that the folder name that needs to be added is Case Sensitive