Cannot connect to SMTP server - Email Account

[Richo1]

Hello,

I have configured our test instance to use our company SMTP server by creating an email account record. I have configured OAUTH 2.0, which is functioning correctly.

When I conduct a connection test I receive a cannot connect to SMTP server error message. This is connecting to smtp.office365.com on port 587 using SSL/TLS.

If I run the connection test to smtp.office365.com on port 25 with no connection security I receive a successful connection message.

So just wondering if there is something I have missed with regards to SSL/TLS, maybe on our tenant side. 

Thanks.

[Hitoshi Ozawa]

Hi Richo,

Following Now Support page may contain information that may be on interest.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743089

[Richard Hine]

Richo,

I had an issue similar to this way back with a customer's email infrastructure, I recall that we had to find the issue in the node logs. In our case the issue was that ServiceNow did not trust the certificate their mail infrastructure was presenting...

smtp.office365.com is presenting a DigiCert certificate so I think in your case this is unlikely to be the cause.

It is probably worth double checking that enable_ssl and enable_tls are set to true on the SMTP email account in ServiceNow and checking that there is no firewall blocking access to port 587 before digging into the node logs... it can be a very long and convoluted fault find.

Hope this is of some help,

Richard

[Richo1]

Thanks for the replies. It appears this may have been a licensing issue with regards to the mailbox user. Originally I had assigned an Exchange Online (Plan 1) license but after speaking with ServiceNow support I switched this to an Office 365 E5 account. 

I have now successfully tested receiving and sending mail via IMAP (SSL/TLS) and SMTP (STARTTLS) via our Exchange online tenant. 

[New Developer_S]

@Richo1,

how can we find that we have assigned to Exchange Online (Plan 1) license ?