Failed to connect to the Store

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

We tried to configure OAUTH 2.0 for Service Desk mailbox to Azure exchange server and it didn't work. In the maileater_nxd.log file we saw

2025-05-19 14:56:11:878 ERROR  [ForkJoinPool-1-worker-3] c.c.S.m.c.JavaMailIMAPClient - [ID:([email protected]),HN:(outlook.office365.com)] -> [IMAPS|993] Failed to connect to the Store.

...

2025-05-05 17:31:29:735 ERROR  [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - Failed to get a fresh access token...can not proceed further....
javax.net.ssl.SSLHandshakeException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Environment

CA Service Desk 17.4 and higher

Resolution

Check the Scope filed of the OAUTH setting.

If this field is not set right, then you will have this issue. For example, if its value is

https://outlook.office.com/IMAP.AccessAsUser.All

maileater will fail with those messages in the maileater_nxd.log file. The right value should be

offline_access https://outlook.office.com/IMAP.AccessAsUser.All

for Azure outlook server.

Additional Information

Oauth Setup for Maileater