Skip to main content

Outbound and inbound emails

  1. In your Microsoft 365, create a mailbox for Alvao, e.g. alvao@contoso.com. It is possible to use both user and shared mailboxes.

    This initial setup block allows you to use only Microsoft 365 mailboxes (Exchange Server Online). To use another mailbox with EWS/SMTP/IMAP access, go to Administration - Settings - Outbound messages, and Administration - Service Desk - Services - Edit properties - Loading messages.

  2. Go to Microsoft Azure portal - Microsoft Entra ID - Enterprise applications and select the ALVAO application created earlier during the User provisioning step and note its Application ID.

  3. Go back to Microsoft Entra ID - App registrations and select the application with the same Application ID.

  4. Go to Manage - API permissions and add the following Microsoft Graph - Application permissions:

    • Mail.ReadWrite
    • Mail.Send

    Grant admin consent for both permissions.

  5. Go to Overview and copy the Application (client) ID and Directory (tenant) ID values in the corresponding fields in Alvao.

  6. Go to Manage - Certificates & secrets, create new secret and copy its value into the Client secret field in Alvao.

  7. Enter the mailbox email address in the Mailbox email address and Outbound email address fields in Alvao.

  8. Load inbound messages into service in Alvao - 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.

  9. Only for ALVAO version 26.1: Enter the address of the Exchange server, e.g.: outlook.office365.com, in the Exchange server field.

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.
tip

Limit access of ALVAO to only specific mailboxes.