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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 permissionsso that can only access the listed mailboxes. It is possible to use both user and shared mailboxes; however, for shared mailboxes, it is not possible to limit the permissions.
          • 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.

            warning

            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.

          warning

          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.