IMAP fails with A3 BAD User is authenticated but not connected error in Jira server integrated with Office365
Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.
Problem
The following appears in the atlassian-jira.log:
2014-09-12 07:40:48,051 ERROR [365 IMAP] QuartzScheduler_Worker-3 ServiceRunner Help Desk Handler[10100]: Messaging Exception in service 'com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl' when getting mail: A3 BAD User is authenticated but not connected.
javax.mail.MessagingException: A3 BAD User is authenticated but not connected.;
nested exception is:
com.sun.mail.iap.BadCommandException: A3 BAD User is authenticated but not connected.
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:961)
at com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl.getAndProcessMail(MailFetcherService.java:254)
at com.atlassian.jira.service.services.mail.MailFetcherService.runImpl(MailFetcherService.java:401)
at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:257)
at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:61)
at com.atlassian.jira.service.ServiceRunner.execute(ServiceRunner.java:48)
at org.quartz.core.JobRunShell.run(JobRunShell.java:195)
at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:520)
Caused by: com.sun.mail.iap.BadCommandException: A3 BAD User is authenticated but not connected.
Diagnosis
Using Jira IMAP integrated with a Shared Mailbox on Office365
Cause
Jira does not support IMAP integrated with a Shared Mailbox. This feature suggestion has been closed as there are no current plans to build it: JRASERVER-30688 - Getting issue details... STATUS
Resolution
You can solve this problem by using OAuth 2.0, which is supported in Jira 8.10 and later. For more info on how to integrate your Shared Mailbox, see Integrating with OAuth 2.0. A note on creating your integration: If you’re using a shared email address, set the username (or email field in Jira Service Management) to this address and then authorize as the delegated user during the OAuth 2.0 authorization flow.
Alternatively, if you are not using a version of Jira that supports OAuth 2.0 you can use POP3 instead:
Protocol: SECURE_POP
Host: outlook.office365.com
Port: 995
Username: licenseduser@mydomain.com\sharedmailboxalias
Password: (licensed user password)