No emails are received with Email account Type IMAP Authentication OAuth2.0 even when Test Connection is successful.

[sonalin]

Changing email protocol for an helpdesk@company.com to Modern Authentication to have OAuth 2.0 Email Authentication Type IMAP and SMTP. 

The following steps are completed as mentioned per the KB Article on the non-production UAT instance.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0816072

1. The email id helpdesk@company.com is used as an Inbound and Outbound from one of the Emails Account was previously using Basic Authentication.
2. The Application Registry "Servicenow Training OAuth" details configured with co-ordination with Microsoft Team.
3. The OAuth Entity Profile, Outh Entity Scope is been setup and configured as per the Microsoft Team instructions.
4. After Clicking "Authorize Email Account Access" to obtain the access and refresh tokens, the Token is been available over the Email Accounts. for IMAP and SMTP protocols.

5. The Connection test of the set email account is successful for IMAP and SMTP.

However no Inbound Email is received in logs and even when the SMTP emails are in sent-retry state and some unidentified entries.

Appreciate if some would guide me where I could check the emails and what is the staging table of emails which are not getting pulled by OAuth 2.0 in the Email logs and the one that are failing to get send. 

Thanks,

Sonali.

[RAHUL YADAV9]

Hello

Please coordinate with your O365 team. You have done the configuration for Mailbox authentication at ServiceNow end but same needs to be updated at O365 team side as well.

Please mark if this helps.

[sonalin]

Thank you for your reply Rahul.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0816072

All the configuration is done as per this KB and the scope and user profile setup as described in the steps. Do we still have to do anything extra at the O365 side.

The emails are received is I switched to basic authentication POP3 for the same email id however, when switched to IMAP OAuth 2.0 its somewhere waiting in the queue. Where to find that statging queue as we checked from O365 side the same email is in sent status.

[RAHUL YADAV9]

Yes, this configuration is done only on ServiceNow end but authorization needs to be changed at O365 side as well.

[Robin S]

Hi Sonali,

Did you manage to resolve this? 

I am facing the same issue. IMAP does not pick up any emails (although connection test is ok).