Incoming Email integration not working - need help

 
Author
Message
SysAider
7
 
Hi Danny,

Yes any email sent to the Gmail account stays in the inbox. It is not being forwarded or pulled to the SysAid server.
LXI
SysAider
6
 
Hi,

Our organization utilizes Exchange Online for Email (Office 365) and we too are unable to get the "Incoming" email integration to work. However, "Outgoing" emails using O365 from SysAid are working fine.

We have confirmed that we are able to connect via POP3 and IMAP using Outlook. In addition, we are able to login to OWA from a web browser with the URL 'https://outlook.office.com/owa' & 'https://outlook.office365.com/owa'.

Is it possible that the scheduler is disabled for our instance? (To the best of knowledge there is no logging that can be reviewed to aid troubleshooting.)

Settings used in SysAid for OWA, IMAP and POP3 are listed below:

Protocol: OWA
Server URL: https://outlook.office.com/owa (We also tried https://outlook.office365.com/owa)
Domain\User: alias@domain.com

Protocol: IMAP
Mail Server: outlook.office365.com
Type of Encrypted Connection: SSL
Domain\User: alias@domain.com

Protocol: POP3
Mail Server: outlook.office365.com
Type of Encrypted Connection: SSL
Domain\User: alias@domain.com

Thanks in advance!

SysAid Community Manager Product Team
4490
 
Hi,

Indeed the scheduler was down. We're looking into a long-term solution to prevent this from occurring The problem for you should be fixed now, please check.

Cheers,
Danny
SysAider
5
 
Hi,

We are having a similar issue, Email integration was working, has now stopped. Can login to the Email accounts via OWA / POP3 etc. Tickets logged via the End User Portal work without issue.

Can you expand on the "Scheduler" mentioned in this thread? What does that refer to exactly?


Thanks

NS
SysAid Community Manager Product Team
4490
 
Hi PhoenixIT,

The scheduler issue mentioned in this thread only applied to Cloud Free edition of SysAid. The scheduler itself is basically a process responsible over all scheduled actions in the system, such as periodically checking the email.

Regarding your issue - which edition of SysAid are you using? Is it On-Premise or Cloud, and is it Free or Paid?

Thanks,
Danny
SysAider
5
 
Ahh, that makes sense! Our Installation is On Premise, and Paid, (Enterprise v15.2.05 b5 ) would you like me to start a new thread?
SysAid Community Manager Product Team
4490
 
I think it's fine here

In order to investigate the issue, I will need the SysAid logs from your server. To download the logs you can either:
Click on your profile on the top-right of the SysAid screen > About, and in the popup window that opens click on "Download Log File".

If the above doesn't work, please collect following folders/files manually:
...\SysAidServer\root\WEB-INF\logs (entire folder, zipped)
...\SysAidServer\logs (entire folder, zipped)
...\SysAidServer\tomcat\logs (entire folder, zipped)
...\SysAidServer\root\WEB-INF\conf\serverconf.xml
...\SysAidServer\root\WEB-INF\conf\sysaid.ver
...\SysAidServer\conf\wrapper.conf

Afterwards, please upload the logs to some kind of file-sharing service, such as Google Drive or Dropbox, and send me a shareable link by a private message.

Thanks,
Danny
SysAid Community Manager Product Team
4490
 
Hi NS,

I went through the logs and they indicate that your EWS might not be configured. Please make sure it's properly configured on your Exchange server and check if the problem resolves.

You can read more about this in this discussion.

Let me know if this helps.

Cheers,
Danny
SysAider
5
 
Thanks Danny, I'll check it out and let you know how I get on! Thanks for the prompt reply!
SysAider
5
 
EWS Config looks to be correct. URL mentioned on Exchange matches the one set in Email Integration in SysAid. Logging onto the Server URL For EWS results in an XML Page which I believe is another indication that EWS is setup correctly.


Could the following be causing the issue? Taken from the SysAid Servers Event Viewer

Faulting application name: NetworkDiscovery.exe, version: 2.0.1.1, time stamp: 0x53fd8897
Faulting module name: ntdll.dll, version: 6.1.7601.23392, time stamp: 0x56eb302d
Exception code: 0xc0000005
Fault offset: 0x0004e6df
Faulting process id: 0x141c
Faulting application start time: 0x01d1bfcc85bbffdd
Faulting application path: C:\Program Files\SysAidServer\root\WEB-INF\domains\NetworkDiscovery.exe
Faulting module path: C:\Windows\SysWOW64\ntdll.dll
Report Id: 1a14a42e-385c-11e6-a2cd-005056b05f47
SysAid Community Manager Product Team
4490
 
Nope, this shouldn't affect email integration. Can you try switching to another protocol, such as POP or IMAP, and checking if this helps?

Cheers,
Danny
SysAider
2
 
I am having a similar problem with incoming email integration. I have tried using gmail and owa. Has anyone found a solution?
SysAid Community Manager Product Team
4490
 
Hi omehpies,

Please try now

Cheers,
Danny
SysAider
2
 
Hi Danny,

I have just tried sending a email to both the OWA and Gmail inboxes. In both cases incoming email integration is not working. I have double checked the settings for url/server, username and password.

I appreciate all the assistance you can provide.

SysAid Community Manager Product Team
4490
 
Interesting. Can you PM me the account name of your SysAid?

Thanks,
Danny