Office 365 email integration

 
Author
Message
SysAider
8
 
Hi !

I have a Sysaid Cloud free account and I've been experimenting issues with my Office365 email integration.

Since January, all the tickets arrived with a 3-4 delay hours since our users sent the email to our helpdesk inbox. And one month ago we don't receive any tickets. All emails are in the inbox but nothing happens.

We haven't change the configuration since then. I attach the configuration we have. I've seen in a recent post that now we have to change the protocol to OWA and use this server: https://outlook.office365.com/EWS/Exchange.asmx . I've tried but it doesn't work.

Any ideas ?

Thank you !!

SysAid Community Manager Product Team
4490
 
Hi Quim,

We're investigating this and will let you know.

Cheers,
Danny
SysAider
8
 
Hi Danny,

Som news ? We've seen someone sent an email to our inbox to test. We are testing more configurations but nothing works with us...

Let us know if you have some updates.

Quim
SysAid Community Manager Product Team
4490
 
Hi Quim,

I'll update you when the team finishes the investigation. You might see slight changes in your environment during the process (in email integration settings, or a new test ticket that later gets deleted, etc).

Cheers,
Danny
SysAider
8
 
Hi Danny,

Do you have any news or updates ?
SysAid Community Manager Product Team
4490
 
Hi Quim,

I apologize for the delay. At the moment it appears like your account is the only one we know of having this issue for some unknown reason, and requires an in-depth investigation by our R&D team. Unfortunately, further investigation is currently on hold due to tasks and priorities higher than Free accounts. However, I'll try pushing this through and get back to you once there's more info.

Thanks for the understanding,
Danny
SysAider
8
 
Hi,

We've tried to register a new Gmail account and try the configuration to see if the problema happens only with Office 365 but we're experimenting exactly the same issue. With Gmail it doesn't work neither... any ideas ?
SysAider
2
 
Here are the settings
Potocol: OWA
Server URL: https://outlook.office365.com/owa
Domain\user: "Your Email address"
Password : "Your Password"
SysAider
8
 
Hi Still not working. We have tried everything. Setting up a Gmail account didn't work neither.... Any ideas ? We are thinking to move to another platform because of this big issue...
SysAider
2
 
You email account also needs to be a global admin inside of exchange.

Just to clarify here are my outgoing settings as well
SMTP host name - smtp.office365.com
SMTP port - 587
Type of encrypted connection - TLS
User (optional for authentication) - "your email"
Password (optional for authentication) - "your password""
Encoding - Blank
Content type - HTML
Content Charset - Blank
SysAid Wiz
566
 
^^ My email integration accounts are normal users...
SysAider
8
 
Mine too... I tried everything and nothing worked for me. We decided to move to another platform, now we're using Freshservice and the are so happy with the free version.
SysAid Wiz
566
 
I will say I've been running on 365 email integrated accounts for at least 1yr now without issue.
SysAider
8
 
We also used sysaid in premise and sysaid cloud and Office 365 for 2 years without any issues, but suddenly we started having delays in the email integration and after that anything worked. Sad because it's not possible to move all our incident historic to the new platform but we need a 100% working solution.

Before making the decision we tried everything for months but nothing worked for us