Loading messages

This section on the New Service form is used to set up loading of messages from the mailbox.
If the message contains a tag of an existing ticket in the subject line, it will be automatically loaded into its log. Based on messages without a ticket tag, a new ticket is created.

If you prefer, you can follow this video tutorial to help with the setup on this page.

Options:

• Server
  • Exchange Server - enter the name of the Exchange server, e.g.: outlook.office365.com.
    • Authentication
      • OAuth 2.0 (Exchange Online) - First, register the Alvao Service application in your Microsoft Entra ID and set permissions for the full_access_as_app. We also recommend limiting permissions so that can only access the listed mailboxes.
        • Application (client) ID - enter the Alvao Service application ID from Microsoft Entra ID.
        • Directory (tenant) ID - enter the directory ID of the Alvao Service application from Microsoft Entra ID.
        • Client secret - enter the secret code of the Alvao Service application from Microsoft Entra ID.
        • Email - enter the email address of the loading mailbox
      • Basic
        • User name - enter a username to log in to the service mailbox, see New Service - General - Email. The username is usually the same as the mailbox email address.
          If you want to load messages from another mailbox, such as a shared mailbox in Microsoft 365, put a backslash at the end followed by the email address of that mailbox. For example, the username service_account@contoso.com will load messages from the servicedesk@contoso.com mailbox and log into that mailbox as the service_account@contoso.com user.
        • Password - enter the password to log in.
          Caution:

          The password for accessing the mailbox is stored in the database in unencrypted form.
    Note:

    The interface is supported by Exchange Server 2016 (or later) and Office 365.
  • IMAP Server - enter the network name of the IMAP server.
    • IMAP Port - enter the TCP/IP port for communication with the IMAP server.
    • SSL - enable if you want secure communication with the server.
    • Login
      • User Name - enter the username of the user from whose default mailbox messages are to be loaded.
      • Password - enter a password for logging in.
        Caution:

        The password for accessing the mailbox is stored in the database in unencrypted form.
    Note:

    Through the IMAP interface you can connect to a wide range of mail servers such as Exchange Server, HCL Domino, etc.
• Settings
  • Load unread messages only - turn on if you only want to load messages from the clipboard that are not marked as read.
  • Mark uploaded messages as read - turn on if you want to automatically mark messages that Alvao has processed as read.
  • Transfer uploaded messages to - enter the folder name if you want to move the message to a specific folder in the mailbox after processing.
  • Delete uploaded messages - turn on if you want to delete processed messages from the clipboard. If you do not otherwise have a way to delete old clipboard contents, we recommend leaving this option on.

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