Failed to Connect to the Store Error, AUTHENTICATE failed error in maileater_nxd Logs when using an Office365 account

Products

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

Issue/Introduction

When configuring maileater mailbox with an Office365 account, Service Desk and the Mailbox are unable to make a connection.

The following error appears in the maileater_nxd.log:

ERROR  [ForkJoinPool-1-worker-1] c.c.S.m.c.JavaMailIMAPClient - Failed to connect to the Store.
javax.mail.AuthenticationFailedException: AUTHENTICATE failed.
 at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:725)

Environment

Service Desk 17.1, 17.2 and 17.3

Maileater in O365

Cause

This issue is caused by Microsoft not allowing Basic Authentication (Clear text security level)  and the need to set and configure OAuth2.0 security level

Resolution

1. Upgrade to 17.RU12 (and above) or 17.3 RU 4 (and above) for SDM to have this OAuth2.0 capability. SDM 17.1 does not have this capability.

2. Ensure the steps noted under "OAuth 2.0 (Maileater/Mailer) Mandatory Post-Installation Tasks" section are implemented: 

17.3: https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/installing/Installing-CA-Service-Management-17-3-0-4/Post-Installation-Tasks-for-CA-Service-Management-17-3-0-4.html

17.2: https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/installing/Installing-CA-Service-Management-17-2-0-12/Install-CA-Service-Management-17-2-0-12-(Windows).html

3. Configure OAuth 2.0 in SDM and Office365. Refer to: https://knowledge.broadcom.com/external/article/216187

 

Additional Information

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/define-a-mailbox.html