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OAuth Mail Notification Configuration issue.

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Article ID: 256597

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Trying to set the mail notifications for OAuth and running into errors.

mail_nxd.log shows:

20XX-XX-XX 14:45:47:437 ERROR  [mailNxdActorSystem-akka.actor.default-dispatcher-30] c.c.S.m.c.JavaMailSMTPClient - The transport is not connected or is dead. Reason: {}
javax.mail.MessagingException: Could not convert socket to TLS

20XX-XX-XX 14:45:55:473 DEBUG  [mailNxdActorSystem-akka.actor.default-dispatcher-32] c.c.S.m.c.JavaMailSMTPClient - Access Token has expired...generating a fresh one....and trying again...

20XX-XX-XX 14:45:55:473 DEBUG  [mailNxdActorSystem-akka.actor.default-dispatcher-32] c.c.S.mail.OAuthProcessor - Refreshing the Access Token...

20XX-XX-XX 14:45:55:957 DEBUG  [mailNxdActorSystem-akka.actor.default-dispatcher-32] c.c.S.mail.OAuthProcessor - Refreshed the Access Token!

20XX-XX-XX 14:45:55:957 DEBUG  [mailNxdActorSystem-akka.actor.default-dispatcher-32] c.c.S.m.c.JavaMailSMTPClient - Fresh AccessToken is generated..

20XX-XX-XX 14:46:04:396 ERROR  [mailNxdActorSystem-akka.actor.default-dispatcher-32] c.c.S.m.c.JavaMailSMTPClient - Failed to get a fresh access token...can not proceed further....
javax.mail.AuthenticationFailedException: 535 5.7.3 Authentication unsuccessful [CH0P223CA0008.NAMP223.PROD.OUTLOOK.COM]

20XX-XX-XX 14:46:04:396 ERROR  [mailNxdActorSystem-akka.actor.default-dispatcher-32] c.c.S.m.c.JavaMailSMTPClient - The transport is not connected or is dead. Reason: {}
javax.mail.MessagingException: 535 5.7.3 Authentication unsuccessful [CH0P223CA0008.NAMP223.PROD.OUTLOOK.COM]

20XX-XX-XX 14:46:04:396 ERROR 19:46:04.396UTC [mailNxdActorSystem-akka.actor.default-dispatcher-39] a.actor.OneForOneStrategy - Failed to send the mail after trying with all the mail hosts.
javax.mail.SendFailedException: Failed to send the mail after trying with all the mail hosts.

Environment

Release : 17.3

Resolution

The problem was in the scope field, the following value should be configured

offline_access https://outlook.office.com/SMTP.Send