Issue Summary

The Service Management Mail Handler (configured in Project Settings > Email Requests) automatically overwrites the username field with the value from the email address field when switching from the Microsoft tab to the Other tab (this behavior is intended by design).

Note that the overwriting of the user name only occurs in the UI, but not in the Database, unless the Update button is clicked on. For this reason, this behavior does not impact the actual Mail Server configuration used by the Service Desk Mail Handler (which is stored in the Database).

Environment

This behavior was replicated in Service Management 4.13.0, but it could be impacting older versions too.

Steps to replicate

• Create a Service Management project
• Configure a shared mailbox in Project Settings > Email Requests using the Other tab with
  • testsharedmailbox@test.com as the email address
  • userwithmailboxaccess@test.com\testsharedmailbox as the username
• Click on the update button, and make sure that the connection is successful
• Click on the Microsoft tab, then switch back to the Other tab

Screen Recording.mov

Expected results

The username field should stay the same and should not be modified.

Actual results

The username field will be overwritten with the value from the email address field when switching from the Microsoft tab to the Other tab:

• testsharedmailbox@test.com is showing as the email address
• testsharedmailbox@test.com is also showing as the username

Note that this issue can sometimes be replicated by:

• opening any Jira page outside the Service Management project
• then going back to Project Settings > Email Requests page
• in some cases, the Outlook tab will be selected by default, and when selecting the Other tab, the username will be overwritten by the email address

Suggestion

Modify the way the username is displayed in the UI when switching from the Microsoft tab to the Other tab, as it can be very confusing from the Project Admin, because it looks like the incorrect username is being used in the Email Request configuration (while it is correct in the Database).