Maileater is not working when connecting to Zoho email account

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Maileater fails with the following error when connecting to Zoho email account:

Failed to make connection with STARTTLS to server imap.zoho.in, port 993, trying SSL connection
ERROR  [ForkJoinPool-1-worker-13] c.c.S.m.c.JavaMailIMAPClient - Failed to connect to the Store.
javax.mail.MessagingException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

 

This can also occur with other mail servers like Postfix.

Environment

CA Service Desk Manager 17.x

Resolution

1. Get the Zoho certificates (2) using OpenSSL

openssl s_client -connect imappro.zoho.in:993 -showcerts -debug

Refer to the following KB article for an example and detailed steps

2. Configure the CA Certificate Path to use the two (2) Zoho certificates, separated by a space

3. Configure the maileater mailbox following the steps noted in the following link:

https://www.zoho.com/mail/help/imap-access.html

4. Restart SDM Services - this is necessary to load the certificates into the SDM keystore and for changes to take effect