Failed to connect to the Store error when using CA SDM maileater against Office 365 server

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When CA SDM Maileater is configured with an Office 365 account, the maileater_nxd.log shows below errors and does not make the connection:

ERROR [ForkJoinPool-1-worker-1] c.c.S.m.c.JavaMailIMAPClient - Failed to make connection with STARTTLS to server outlook.office365.com, port 993, trying SSL connection 
ERROR [ForkJoinPool-1-worker-1] c.c.S.m.c.JavaMailIMAPClient - Failed to connect to the Store. 
com.sun.mail.util.MailConnectException: Couldn't connect to host, port: outlook.office365.com, 993; timeout -1 

Environment

CA Service Desk Manager 17.x

All Supported Operating Systems

Resolution

The error usually indicates that the needed ports are not open between the SDM Server where maileater program runs (in Advanced Availability setup this is the active Background server and in case of a Conventional configuration it is the Primary Server ).

Microsoft provides the correct ports and host names to be used here: 

https://support.office.com/en-us/article/pop-and-imap-email-settings-for-outlook-8361e398-8af4-4e97-b147-6c6c4ac95353

Work with your site network administrators to get the needed ports opened for the communication and retest the integration.

A way to test connection to Office 365 is to download and install openssl.  

Running this command would allow one to test the connection to Outlook:

openssl s_client -starttls imap -connect outlook.office365.com:143

Expected output should read as:

CONNECTED(000001C4)
depth=1 C = US, O = DigiCert Inc, CN = DigiCert Cloud Services CA-1
verify error:num=20:unable to get local issuer certificate
verify return:1
depth=0 C = US, ST = Washington, L = Redmond, O = Microsoft Corporation, CN = outlook.com
verify return:1
---
Certificate chain
 0 s:C = US, ST = Washington, L = Redmond, O = Microsoft Corporation, CN = outlook.com
   i:C = US, O = DigiCert Inc, CN = DigiCert Cloud Services CA-1
 1 s:C = US, O = DigiCert Inc, CN = DigiCert Cloud Services CA-1
   i:C = US, O = DigiCert Inc, OU = www.digicert.com, CN = DigiCert Global Root CA
---


<omitted>

SSL handshake has read 4217 bytes and written 507 bytes
Verification error: unable to get local issuer certificate
---
New, TLSv1.2, Cipher is ECDHE-RSA-AES256-GCM-SHA384
Server public key is 2048 bit
Secure Renegotiation IS supported
Compression: NONE
Expansion: NONE
No ALPN negotiated
SSL-Session:
    Protocol  : TLSv1.2
    Cipher    : ECDHE-RSA-AES256-GCM-SHA384
    Session-ID: AB450000A7D6586979EEC4E929EB75B35653CEB47CBA7BFD2EFCDF0A34E1A277
    Session-ID-ctx:
    Master-Key: 06BF0E72C3781B1D7B16DF0249376CA51CE59823B8B799BEE9E9A654F60851556F10D95FAC6B73223359EBC7B7B6F6AD
    PSK identity: None
    PSK identity hint: None
    SRP username: None
    Start Time: 1623356314
    Timeout   : 7200 (sec)
    Verify return code: 20 (unable to get local issuer certificate)
    Extended master secret: yes
---
. OK CAPABILITY completed.

Additional Information

Further instructions on configuring Office 365 for maileater is available here:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/connecting-maileater-to-office-365-mail.html

OpenSSL can be downloaded here:  https://www.openssl.org/

See also:  Gmail error with maileater Failed to make connection with STARTTLS
https://knowledge.broadcom.com/external/article?articleId=217087