Unable to generate OAuth token

Products

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

Issue/Introduction

We are trying to add a new maileater using method described in KB Article 216187

"Generate Access Token" button for OAuth is not working properly and takes to a blank webpage.

Environment

Release : 17.3 or higher

CA Service Desk Manager

Cause

Excerpt from maileater_nxd.log:
=======================
2023-10-27 09:22:50:265 ERROR  [ForkJoinPool-1-worker-19] c.c.S.m.c.JavaMailIMAPClient - [ID:(m1120780@ad.<FQDN>),HN:(outlook.office365.com)] -> [IMAPS|993] Failed to connect to the Store.
javax.mail.AuthenticationFailedException: AUTHENTICATE failed.
    at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:708)
2023-10-27 09:22:50:265 ERROR  [ForkJoinPool-1-worker-19] c.c.S.mail.OAuthProcessor - Refresh token is missing....can not get access token...
2023-10-27 09:22:50:265 ERROR  [ForkJoinPool-1-worker-19] c.c.S.m.ConnectSession - Failed to get a fresh access token...can not proceed further....
java.lang.Exception: Refresh token is null or empty

Resolution

Steps : 
# Edit NX.ENV 
# Update @NX_SERVLET_SERVER_URL

From: 
@NX_SERVLET_SERVER_URL=https://<FQDN>:443
 
To: 
@NX_SERVLET_SERVER_URL=https://<FQDN>

# Save the file, And recycle service desk services.

 

Additional Information

KB Article 275511 describes how to enable logging for maileater