Loading messages

This section of the New service form is used to configure messages loading from a mailbox.

If an email subject contains the tag of an existing ticket, the message is automatically added to the ticket log. If the subject does not contain a ticket tag, a new ticket is created.

Options:

• Source - select the source from which messages will be loaded. This label is named Server in version 26.1.

  • None - the selected ticket service will not download inbound messages from any mailbox. Available starting with version 26.2.

  • Microsoft Graph API - the recommended option for Microsoft 365 mailboxes. Available starting with version 26.2.

    Follow the Initial setup - Inbound and outbound emails steps to configure inbound email loading and to complete the following fields:

    • Application (client) ID
    • Directory (tenant) ID
    • Client secret
    • Email

  • Exchange Server - enables connection to an on-premises Exchange Server using the EWS (Exchange Web Services) protocol. This protocol is supported starting with Exchange Server 2016.

    • Authentication

      • OAuth 2.0 (Exchange Online) - if you prefer, view the video tutorial explaining how to use this option.

        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. It is possible to use both user and shared mailboxes; however, for shared mailboxes, it is not possible to limit the permissions.

        • Server address - enter the address of your on-premises Exchange server.
        • 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 mailbox.

      • Basic

        • Server address - enter the address of your on-premises Exchange server.

        • 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.

  • IMAP server - through the IMAP interface you can connect to a wide range of mail servers such as Exchange Server, HCL Domino, etc.

    • Server address - 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.

• Use Microsoft Graph change notifications (preview) - use Microsoft Graph system instead of periodical email check. This option is recommended if your system has bigger amount of messages to load in short time period. View Change notifications for Outlook resources in Microsoft Graph for more information.

• 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.