OAuth 2.0 と Jira/Service Management の受信メール ハンドラーの統合に関連する一般的な問題のトラブルシューティング

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プラットフォームについて: Server および Data Center のみ。この記事は、Server および Data Center プラットフォームのアトラシアン製品にのみ適用されます。

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Fisheye および Crucible は除く

    

要約

Since Jira 8.10.0 (or in Service Management 4.10.0), it is possible to configure Jira or Service Management incoming Mail Handlers using the Oauth 2.0 integration instead of the Basic Authentication which will be eventually deprecated by Google and Microsoft.

Setting up a mail handler with the Oauth 2.0 authentication consists of 2 main steps which are explained in details in the documentation Integrating with OAuth 2.0 (for Jira 8.10.x-8.21.x) and Configure an outgoing link (for Jira 8.22.x+):

  • 1st Step - Configuring an Oauth 2.0 integration
    • Via the the page ⚙ > System > Oauth 2.0 for Jira 8.10.x-8.21.x
    • Via the page ⚙ > System > Application links for Jira 8.22.x+
  • 2nd Step - Configuring a Mail Handler
    • Via the page ⚙ > System > Incoming Mail, in case of a Jira Mail Handler
    • Via the page in Project Settings > Email Requests, in case of Jira Service Management (JSM) Mail Handler

(warning) Note that, if you are using either Microsoft US Government DoD or US Government GCC High account account, the configuration is slightly different than for other types of Microsoft accounts. This configuration is explained in the article How to configure a Microsoft US DoD or GCC High account with a Jira or a Service Management mail handler using Oauth 2.0.

We have identified 3 main categories of issues you might run into while configuring this Mail Handlers with the Oauth 2.0 authentication. Each of these issue has a dedicated KB article (mentioned in the table below) which explains how to troubleshoot and resolve them.


Most common types of Oauth 2.0 issues and their relevant knowledge base articles and bug tickets


Type of issueKB article
Failure to open/view the Oauth 2.0 pageLink to the article
Failure to configure an Oauth 2.0 integration (connection test failure)Link to the article
Failure to configure a Jira or JSM mail handler (authorization or connection test failure)Link to the article
Failure to fetch emails from GMAIL server (usually happens some time after successfully configuring it with Oauth 2.0)Link to the article
Failure to fetch emails from any type of mail server (usually happens some time after successfully configuring it with Oauth 2.0)Link to the bug ticket


アトラシアン サポートにデータを提供する

If none of the KB article listed above helped resolve the Oauth 2.0 issue you are facing, please make sure that you followed all the steps mentioned:

You can also reach out to Atlassian Support via this link. To help the Atlassian support team investigate the issue faster, you can follow the steps below and attach all the collected data to the support ticket raised with Atlassian:

Data to provide to Atlassian Support
  • Collect the following screenshots
    • Go to the page ⚙ > System > Oauth 2.0 (in Jira 8.10.x-8.21.x) or ⚙ > System > Application links (in Jira 8.22.x+), click on the Edit button next to the Oauth 2.0 integration and take a screenshot of the whole page
    • Take a screenshot showing what happens when you try to authorize or test the connection for the mail handler using Oauth 2.0:
      • For a Jira Mail Handler, take a screenshot of the page ⚙ > System > Incoming Mail > Mail Server > Edit
      • For a Service Management Mail Handler, take a screenshot of the page Project Settings > Email Requests
  • Generate a support zip by making sure to tick the option Thread Dumps when you generate it.
    • (warning) If you are using Jira Data Center, please generate a support zip from each Jira node
  • Generate a HAR file, in the case you are failing to configure the Oauth 2.0 integration or the Mail Handler 
  • サポート チケットに次の内容を添付
    1. スクリーンショット
    2. The HAR file
    3. The support zip(s)





最終更新日 2023 年 5 月 24 日

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