Mail import: Office 365 (with basic authentication)

Environment TOPdesk version SaaS / on-premises Requirements - Answer There are two ways to use the mail import in TOPdesk. For Office 365 we recommend using Exchange Web Services (EWS).

Environment TOPdesk version SaaS / on-premises Requirements - Answer There are two ways to use the mail import in TOPdesk. For Office 365 we recommend using Exchange Web Services (EWS). IMAP is a good alternative for non-Exchange mail servers. Below you'll find an explanation for using EWS. When configuring IMAP, ensure you are connecting using the hostname that matches your uploaded certificate. Please note: Microsoft is phasing out Basic Authentication, which is used in this knowledge item. If you are unable to use Basic Authentication, please follow the instructions in KI 13793 (Configure Microsoft Graph OAuth 2.0 authentication), KI 12173 (Configure OAuth authentication for EWS) or KI 15583 (Configure Certificate-based authentication with Microsoft Graph) instead. Setup 1) In Office365 : enable Exchange Web Services ⒈Assign permissions to the mail user account, e.g. by assigning roles with Office 365 PowerShell. Assign roles that provide the user account with ◦Read and write permissions. ◦Permissions to access a sub folder. ◦Permissions to move messages ⒉Set the password to never expire. ⒊The first time you sign in after setting this up, use the Office 365 URL/Web interface More information about assigning roles can be found in the Microsoft 365 documentation. 2) In TOPdesk : set up EWS for the TOPdesk mail import ⒈Make sure you have finished all steps under 'Enable Exchange Web Services' above. ⒉In TOPdesk, go to 'Settings > Import Settings > Mail Import'. ⒊Open the mail import you want to set up EWS for. ⒋Under Connection Information, select the option 'Exchange Web Services'. ⒌Enter Server location server: outlook.office365.com. ⒍Select your Exchange Server version. For Office365, 'Exchange Server 2016/2019' should do. ※ ⒎For Exchange Web Services, you will need a certificate. The certificate can be downloaded through your web browser. KI 5840 contains instructions on how to do this ⒏Upload this certificate  From version 11.10.12 and above, you can now view and upload certificates via Functional Settings > Certificates For versions below 11.10.12 you can still upload certificates for the Mail import via Import Settings > Mail import ※      9. If a shared mailbox is used, enter the address: ※ When using a sub folder, the correct syntax is: INBOX/subfoldername. Make sure to save any changes.      10. Test the connection via the 'Test connection' button.       a. Success? Congratulations! •You can now set this mailimport to Active using the checkbox. Be sure to save the card. •The mailimport runs every X seconds. You can find this setting on the general mail import page (Import Settings > Mailimport)             b. No success yet? See troubleshooting below. Troubleshooting •If you run into error '(401) Unauthorized error', please refer to KI 7640 for possible solutions. •For more information and troubleshooting tips for the mail import, see KI 8765.