Outgoing emails - SMTP OUTH2.0 Authentication

Products

CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

Office365 email server is being used for SDM inbound and outbound emails. Inbound email (MailEater) is working OK via OUTH2.0 authentication but outbound emails do not work with OAUTH2.0 (SMTP, security level 5).

Error in mail_nxd.log:

2023-04-03 13:15:28:285 INFO  11:15:27.879UTC [mailNxdActorSystem-akka.actor.default-dispatcher-12] akka.actor.LocalActorRef - Message [java.lang.String] from Actor[akka://mailNxdActorSystem/user/supervisorActor#2126507226] to Actor[akka://mailNxdActorSystem/user/supervisorActor/messageProcessorChildActor-Mail_2824_5.req#614794637] was not delivered. [10] dead letters encountered, no more dead letters will be logged. If this is not an expected behavior, then [Actor[akka://mailNxdActorSystem/user/supervisorActor/messageProcessorChildActor-Mail_2824_5.req#614794637]] may have terminated unexpectedly, This logging can be turned off or adjusted with configuration settings 'akka.log-dead-letters' and 'akka.log-dead-letters-during-shutdown'.

2023-04-03 13:15:28:285 DEBUG 11:15:27.879UTC [mailNxdActorSystem-akka.actor.default-dispatcher-12] c.c.S.m.MessageProcessorMasterActor - Should restart the child actor.

2023-04-03 13:15:28:285 ERROR 11:15:27.879UTC [mailNxdActorSystem-akka.actor.default-dispatcher-12] a.actor.OneForOneStrategy - akka://mailNxdActorSystem/user/supervisorActor/messageProcessorChildActor-Mail_2824_14.req: exception during creation
akka.actor.ActorInitializationException: akka://mailNxdActorSystem/user/supervisorActor/messageProcessorChildActor-Mail_2824_14.req: exception during creation
    at akka.actor.ActorInitializationException$.apply(Actor.scala:202)
    at akka.actor.ActorCell.create(ActorCell.scala:696)
    at akka.actor.dungeon.FaultHandling.finishCreate(FaultHandling.scala:137)
    at akka.actor.dungeon.FaultHandling.faultCreate(FaultHandling.scala:131)
    at akka.actor.dungeon.FaultHandling.faultCreate$(FaultHandling.scala:121)
    at akka.actor.ActorCell.faultCreate(ActorCell.scala:447)
    at akka.actor.dungeon.FaultHandling.faultRecreate(FaultHandling.scala:60)
    at akka.actor.dungeon.FaultHandling.faultRecreate$(FaultHandling.scala:56)
    at akka.actor.ActorCell.faultRecreate(ActorCell.scala:447)
    at akka.actor.ActorCell.invokeAll$1(ActorCell.scala:550)
    at akka.actor.ActorCell.systemInvoke(ActorCell.scala:569)
    at akka.dispatch.Mailbox.processAllSystemMessages(Mailbox.scala:293)
    at akka.dispatch.Mailbox.run(Mailbox.scala:228)
    at akka.dispatch.Mailbox.exec(Mailbox.scala:241)
    at akka.dispatch.forkjoin.ForkJoinTask.doExec(ForkJoinTask.java:260)
    at akka.dispatch.forkjoin.ForkJoinPool$WorkQueue.runTask(ForkJoinPool.java:1339)
    at akka.dispatch.forkjoin.ForkJoinPool.runWorker(ForkJoinPool.java:1979)
    at akka.dispatch.forkjoin.ForkJoinWorkerThread.run(ForkJoinWorkerThread.java:107)
Caused by: java.lang.NullPointerException: null

Environment

CA Service Desk Manager 17.3 and 17.4

Cause

OAUTH Config for smtp mail was not set

Resolution

Under Administration ->Options Manager-> Email, make sure that the mail_smtp_security_level has been installed and set with an Option Value of "5"

Default options config:

Updated options config (set to Option Value "5")

Additional configuration for OAuth will then present which you will then need to supply directly.

Additional Information

CA SDM Maileater and outbound mail notifications are separate functionalities within Service Desk, each with their own separate configurations and processes. They are not dependent on each other to operate.

If you have an OAuth configured mailbox already defined for maileater, the mail notification configurations will not inherit or read the existing OAuth configured mailbox for its OAuth settings.