Setting multiple IMAP Email
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-19-2025 08:23 AM
Has anyone set up multiple IMAP mailbox in ServiceNow? I am trying to configure another IMAP mailbox for our HR department, their inbound email actions will create record on a custom app. However, I cannot get the mailbox to be read in our ServiceNow Dev environments.
I have configured the multiple IMAP by following this documentation:
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-19-2025 08:24 AM
This is what HI support had sent me.
olution proposed is :
Hello Jack,
When I tested the connection, I got a successful connection. However, when I checked the logs, I saw the following:
2025-05-13 09:02:42 (575) worker.4 worker.4 txid=bda06fe8c32d EmailStatus WARNING * WARNING * javax.mail.MessagingException: OB3 BAD User is authenticated but not connected.;
nested exception is:
com.sun.mail.iap.BadCommandException: OB3 BAD User is authenticated but not connected.
2025-05-13 09:02:42 (573) worker.4 worker.4 txid=bda06fe8c32d DebugLogOutputStream DEBUG: OB4 OK LOGOUT completed.
This error points to three possible causes:
1) The user used when "Authorize Email Account Access" was not the same username from the IMAP Email Account setup in your ServiceNow instance. (Most likely the issue)
2) On the Exchange/Office 365 side the user is not configured for IMAP.
3) Check client access rules in Exchange and validate nothing is set to block the protocol.
When configuring email accounts with Microsoft Office365 with OAuth2.0, please refer to this KB article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0816072
Use "Authorize Email Account Access" action to obtain the access and refresh token. You must use an incognito/private window and a local login (side_door.do if needed) to make sure your personal account is not picked up by Microsoft SSO login. The username/credentials of the email account should be provided, not your own credentials. If you try to authorize while you are already logged in to Azure, no pop-up window will appear and it might look like the authorization succeeded. However, the instance will receive an access token for your own credentials instead of the email account. Testing the connection will result in an error in this case since the instance will be using your account to access the mailbox and fail.
Instructions:
1) Delete Existing Tokens:
Ensure that any existing tokens related to the IMAP account are deleted from the "Manage Tokens" table before proceeding.
2) Login via Side Door:
Log into the instance locally using side_door.do in incognito mode within your browser. Use an admin account for this login.
3) Authorize Email Account Access:
Once logged in, navigate to the Email Account configuration and click on "Authorize Email Account Access".
Login using the username and password that is set up for that email account.
For issues on the Exchange side, please review the following articles:
On the Exchange/Office 365 side the user is not configured for IMAP. This is a configuration issue on the Exchange/Office 365 side.
https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=ee2637e61b4ec59098a1ece6b04bcb75
Check client access rules in Exchange and validate nothing is set to block the protocol.
https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e3d75dacdba7e450b1b102d5ca96194b
Overall, this is not caused by ServiceNow. You need to engage your email admin and MS support if the above KBs do not help.
If you have any further questions, please reject the solution. You can share your questions and I will get back to you ASAP.
Best regards,
Felipe Camacho | Technical Support Engineer | ServiceNow | Works for you
