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.

[Prashant Sharm7]

Please check client access rules in Exchange and validate nothing is set to block the protocol. We think that there may be a client access rule that might be set in your Exchange Online that is denying all protocols and you might have to add a new client access rule for your ServiceNow accounts to be allowed IMAP connections.

XXX BAD User is authenticated but not connected. - Support and Troubleshooting (servicenow.com)

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