Email Integration with Exchange 2016

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

We are using CA SDM 17.2 in conventional mod and configured 1 Primary and 2 Secondary Server. We are trying to integrate the email with SDM. We have followed all the steps from techdocs. Somehow we are not able to integrate mail with CA SDM. Please assist.

Excerpt from Mail_nxd.log:
===========================
2018-01-30 17:04:21:432 ERROR [mailNxdActorSystem-akka.actor.default-dispatcher-8] c.c.S.m.NXJavaMailMailer - The transport is not connected or is dead.
javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client
at com.sun.mail.smtp.SMTPTransport.authenticate(SMTPTransport.java:847)
at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:748)
at javax.mail.Service.connect(Service.java:366)
at com.ca.ServicePlus.mail.connection.JavaMailSMTPClient.sendMessage(JavaMailSMTPClient.java:248)
at com.ca.ServicePlus.mail.connection.JavaMailSMTPClient.sendMail(JavaMailSMTPClient.java:294)

Environment

Release : 17.2/Exchange 2016

Component : SERVICE DESK MANAGER

Cause

At the Mail server end, NTLM has been configured as preferred connection mechanism from JAVA clients. From our Mailer java code, we try to send user name and password when we try to connect. Since the 2 configurations (plain vs NTLM) dont match,

Resolution

# Check  the exact authentication mechanism that is configured on Exchange right now.
# Work with Exchange administrator to provide an  exception be given to SDM's mail account to allow user/password  based logon as opposed to say, NTLM.