Outlook 365 configuration mail fails SendAsDenied

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

When binding Service Desk Manager to an Outlook 365 mail server, the following error may be seen:

DEBUG  [mailNxdActorSystem-akka.actor.default-dispatcher-7] c.c.S.m.c.JavaMailSMTPClient - com.sun.mail.smtp.SMTPSendFailedException: 554 5.2.0 STOREDRV.Submission.Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message.

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Resolution

SendAsDeniedException occurs in Office365 since July of 2019 when your From Address is different to your User ID, unless the administrator manually adds that address to your aliases. In order to stop the error set these to the same values.