How to integrate Alloy Navigator with Microsoft Office 365 mailboxes

Introduced in 8.7

Overview

Alloy Navigator can convert incoming e-mail messages to Service Desk Tickets, Purchase Orders, Contracts, Knowledge Base Articles, and any other Alloy Navigator objects. These can be messages from technicians and end-users, or automated e-mail notifications from various third-party hardware and software monitoring tools.

Alloy Navigator processes incoming e-mail messages using a special tool— the Mail Connector. You set up and manage individual Mail Connector jobs for each Microsoft email account you want to process.

Before you begin

IMPORTANT: All e-mail operations are run by the Automation Server. You should configure and start the Automation Server prior to configuring incoming mail conversion. For details, see Installation Guide: Configuring the Automation Server, Administration Guide: Automation Server,

To make Alloy Navigator work with the office 365 mailboxes, you need to manage Mail Server settings. You can use a single POP3, IMAP4, or Microsoft Exchange (EWS), or Exchange Online (with OAuth authentication) e-mail account for incoming messages. In order to add your e-mail account, you will need several pieces of information, such as the type of account, the incoming and outgoing server names, port settings, etc.

Here is the IMAP or POP server settings for the Microsoft 365 and Outlook email providers:

E-mail provider IMAP Settings POP Settings SMTP Settings

Microsoft 365 / Outlook.com

Server: outlook.office365.com

Port: 993

Encryption: SSL/TLS

Server: outlook.office365.com

Port: 995

Encryption: SSL/TLS

Server: smtp.office365.com

Port: 587

Encryption: STARTTLS

If you use Office 365 Exchange Online, you can find your EWS name as follows:

  1. Access your mailbox account via Outlook Web App (https://outlook.office.com/owa/).

  2. In the top right corner, click the Settings icon, click Mail > Account > POP and IMAP and copy the name of the first server on the list.

    The URL of Exchange Web Services for the mailbox: https://MAIL-SERVER/EWS/Exchange.asmx. Therefore, the EWS link is https://outlook.office365.com/EWS/Exchange.asmx.

NOTE for Alloy Navigator administrators: If you also want to manage outgoing e-mail messages and push notifications, your Mail Server settings will have similar configuration. For Microsoft Exchange (EWS), or Exchange Online (with OAuth authentication) - you can use the same e-mail account. Instead of IMAP, you will need to configure SMTP settings for outgoing messages. For details, see Administration Guide: Administration Guide: Creating E-mail Notifications, Administration Guide: Customizing Push Notifications.

Configuring mail server settings

You set up and manage the Mail Connector using the E-mail Processing > Mail Connector section of the Settings App.

NOTE for Alloy Navigator administrators: If you have multiple jobs and you want to change their default names (such as "Mail Connector", "Mail Connector (1)", "Mail Connector (2)", etc), assign a special name for each job on the Settings tab.

  • ClosedTo configure POP3 or IMAP4 mail server settings:

    NOTE: If you plan to use an IMAP server, choose which folder the Mail Connector will monitor for incoming messages. By default, it is "INBOX", but you can create a subfolder, such as "INBOX.Support" or "INBOX/Support". Your mail server must be configured to route incoming e-mail messages to that folder.

    IMPORTANT: If you plan to use an IMAP server for working with MS Office 365 mailboxes (e.g. outlook.office365.com), you can use only slash characters for the subfolders, such as "INBOX/Support".

    To configure POP3 or IMAP4 mail server settings:

    1. On the Settings tab of the Mail Connector dialog box, under Mail Server, choose the account type for incoming mail: Post Office Protocol v3 (POP3) or Internet Message Access Protocol v4 (IMAP4).

    2. In the Server Name field, type in the name of your incoming mail server. If the mail server uses a non-default port number, specify this port number in the Port field.

    3. For IMAP4: The Mail Box field is initialized with the default INBOX value. If you created a special subfolder the Mail Connector will be pulling e-mail messages from, type in its name.

    4. Enter the mailbox user name and password to connect to the mail server.

    5. If your mail server requires Security Password Authentication, select the Require Secure Password Authentication (SPA) check box.

    6. In the Secure Connection section, select one of the following options:

    IMPORTANT: The current version of Alloy Navigator can establish a secure connection to a mail server using SSL 3.0 up to TLS 1.2.

      • None - This establishes an insecure (plain text) connection.

      • STARTTLS, if available - This establishes a secure connection using the STARTTLS extension if it is supported by the mail server. If the server does not support STARTTLS, an insecure connection is established.

      • STARTTLS - The Mail Connector will attempt to establish a secure connection using the STARTTLS extension. If the mail server does not support STARTTLS, a connection is not established.

      • SSL/TLS - The Mail Connector will attempt to establish a secure connection. If the mail server does not support SSL/TLS, a connection is not established.

    1. If you want to prevent communication with the mail server via a secure connection when a certificate validation error occurs, select the Reject invalid certificates check box.

    2. Click Test Connection to verify that the Mail Connector can connect to the specified mail server.

NOTE: Prior to starting, choose which Microsoft Exchange account the Mail Connector will use. This must be a Windows account with sufficient permissions to access the Microsoft Exchange mailbox you want to use for the Mail Connector. You can create a special Exchange mailbox account for this task, or use an existing one.

IMPORTANT: On the Automation Server computer, start the Alloy Automation Server Manager and change the Automation Server startup account to your Microsoft Exchange account. For details, see Installation Guide: Configuring the Automation Server.

To configure Microsoft Exchange Server settings:

  1. On the Settings tab of the Mail Connector dialog box, under Mail Server, choose which service to use for integrating with the Microsoft Exchange Server:

    • Exchange Web Services (EWS) - EWS are an enhanced method of e-mail integration for newer versions of Microsoft Exchange, introduced in Exchange 2007 SP1. EWS are installed and configured by default if Outlook Web Access is enabled in your environment.

  2. Specify the connection details for EWS:

    1. Choose one of the following:

      1. If Autodiscovery is not enabled, click Specify the Exchange Web Services URL or server name and type in the URL path (the default URL is https://hostname.domain.com/EWS/Exchange.asmx). Alternatively, you can type in just the server name, and the system will suggest you the full URL path.

      2. If your EWS server has Autodiscovery configured, click Autodiscover the Exchange Web Services URL using this address and type in the e-mail address of the Microsoft Exchange account.

    2. Provide the user name and password for the Microsoft Exchange account.

    3. By default, Alloy Navigator automatically detects the version of your Microsoft Exchange Server. However, in some situations you may need to manually specify your MS Exchange Server version. To do this, choose the necessary option in the Version field.

    4. If you want to prevent communication with the Microsoft Exchange Server when a certificate validation error occurs, select the Reject invalid certificates check box.

    5. Specify which folder on the server the Mail Connector will monitor for incoming messages. The default folder is INBOX. If needed, you can use a subfolder, such as "INBOX/Support".
  3. Click Test Connection to verify that the Mail Connector can connect to the specified mail server.

Exchange Online is part of the Office 365 suite of products. By Microsoft account here we understand the account you use to work with your Microsoft 365. This account will be used by the Mail Connector so it must have sufficient permissions to work with your Microsoft mailbox. You can create a special mailbox account for this task, or use an existing one.

To configure Microsoft Exchange Online with OAuth authentication settings:

  1. On the Settings tab of the Mail Connector dialog box, under Mail Server, choose Exchange Online with OAuth authentication from the drop-down list.

  2. Choose one of the API options:

    • MS Graph (recommended) - MS Graph is the gateway to data and intelligence in Microsoft 365. Microsoft Graph API usage ensures the latest Microsoft standards in Office 365 Email protocols for very latest in security and connectivity.
    • Exchange Web Services (EWS) - EWS was launched as a part of Microsoft Exchange 2007 as a SOAP based API that allows access to Exchange Online data.
  3. Click the Sign in hyperlink to sign in to your Microsoft account. If you're already signed in with one account, you can change it by clicking the Change hyperlink and choosing another account.

  4. Specify which folder on the server the Mail Connector will monitor for incoming messages. The default folder is INBOX. If needed, you can use a subfolder, such as "INBOX/Support".

  5. Click Test Connection to verify that the Mail Connector can access the specified mailbox.

NOTE for Alloy Navigator administrators: By default, the Mail Connector polls the e-mail server for new messages every 5 minutes. You can customize the default schedule. For details, see Administration Guide: Customizing the Mail Connector Schedule.

Next Steps and Reference

You can proceed as follows:

  1. Customize the schedule. For instructions, see Administration Guide: Customizing the Mail Connector Schedule.

  2. To understand how your job would work, switch to the Processing tab of the Mail Connector dialog box and review the default processing rules. You can customize them, if needed. For instructions, see Administration Guide: Configuring Processing Statements.

  3. To clean the message from unwanted text, switch to the Preprocessing Rules tab and choose preprocessing rules for your job. Alloy Navigator offers a set of pre-configured rules for the popular e-mail clients. These rules are initially disabled. You can view the rules and change their order. For more information, see Administration Guide: Configuring Preprocessing Rules.

  4. Test the job to make sure it works correctly. For instructions, see Administration Guide: Checking Results of the-Mail Connector Job.

  5. If you plan to monitor several e-mail accounts, you must create multiple Mail Connector jobs, providing individual jobs for each e-mail account. For instructions, see Administration Guide: Configuring Mail Connector Settings. If you want to monitor several Microsoft Exchange accounts, the scenario requires that you configure Microsoft Exchange accounts and assign distinctive names to each job. For instructions, see Administration Guide: Running the Mail Connector under a dedicated Microsoft Exchange account,