Email Account type IMAP OAuth 2.0 No emails are received (office365)

Diego Ferreyra
Tera Contributor

‎02-10-2023 09:03 AM

Hi Community.

I have configured an email account (outlook.office365.com) with oauth 2.0, we configure the profile with the article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0816072.
We use this profile in other email accounts and they do receive emails and tickets are generated succesfully.
We have detected that a mailbox is not receiving mail, we have re-registered and re-authorized it, but the error persists.

When we do the test connection it indicates that it is success.

We have active the "Enable Debug Logging" and get this log:

(Account name: credito@servicios.com , Type: imap, sys_id: 8789f0bf47f8a1d0c62d01f4f16d43a8) Email account connection test completed with result: success.

 

I want to know if there's a way to see more logs  or something to know if ServiceNow is receiving mail from this mailbox.

 

 

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Ievgen Galych
Tera Contributor

‎12-05-2023 11:37 AM

Hi Diego,

 

We have the same issue with Microsoft IMAP account. The problem is on Microsoft side. Here the KB article with the cause and solution.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0688478

 

Regards.

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