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Outbound & inbound emails

  1. In your Microsoft 365, create a mailbox for Alvao, e.g. alvao@contoso.com. This block allows you to use only Microsoft 365 mailboxes (Exchange Server Online). To use another mailbox with SNMP/IMAP access, go to Administration - Settings - Outbound messages, and Administration - Service Desk - Services - Edit properties - Loading messages.

  2. Register the Alvao Service application in your Microsoft Entra ID and set permissions for the full_access_as_app.

  3. Fill the fields:

    • Exchange server - enter the address of the Exchange server, e.g.: outlook.office365.com.
    • 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.
    • Mailbox email address - enter the email address of the mailbox.
    • Outbound email address - enter the email address that will be used for sending outbound messages.
    • Load inbound messages into service - choose a service in which new tickets will be created based on inbound messages. If the ALVAO Service Desk is not activated this field is unavailable.

After setting up, sending an email to the mailbox will either (for users that are assigned SLA there – currently, the Requesters group):

  • Create new ticket in the root Information Technology service, or
  • Update the existing ticket in any service if the email subject contains a ticket tag.