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    I am having problem with SCSM exchange connector. I am using SCSM 2012 R2 with CU9 and Office 365.

    I have not configured SMTP server. Email notification configured to O365 on port 25. 

    Problem is, When users send email ( to helpdesk mailbox which is configured to Exchange connector) internal, incidents are generated and users receive emails but when emails are received by externally ( like gmail, hotmails or yahoo etc., ) incidents get generated but no emails are received  by the external users.

    Exchange Connector Configuration;

    Attached each email as a .eml - checked

    Only Process emails from users in CMDB - unchecked

    move email to deleted Items after processing - checked

    Append the full body of the email message to the action log - checked

    Please help me fixing this issue. 

    Thanks in advance.

    Pradeep Kuimar

    Wednesday, May 24, 2017 3:29 PM

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    Hi

    If I understand correctly the Exchange Connector is processing the email s correctly and Incidents are being created. The problem is that the external users are not receiving notifications that have been triggered by email subscription.

    It sounds more like a email flow issue rather than a Service Manager issue and hopefully is a relatively minor configuration change somewhere in the mail flow process.

    I would check the following:

    • Confirm that an email from an external user creates an incident where the affected user is filled out. Check the properties on the affected user to confirm the User CI has an email address on the Notifications tab.
    • The next step is to try and confirm if the email message for an external user is getting to Office 365. A Packet trace could be used to confirm this. Or just move to the next point and try and test the connection.
    • Is the notification channel using an authenticated connection or anonymous? Either way, I would try sending a email using a Telnet connection and use SMTP commands from the SCSM management server to Office 365, to send the email to an external user.
      Also confirm what email address the notification channel is using? It should use the same email domain as Office 365. 
    • Then the next step would be to see if there is anything in the Office 365 that is blocking email, or stopping relaying of email or try and look at the receive and send options in Office 365

    Regards

    Glen

    Web: www.xapity.com  |   Twitter: @xapityapps  |   Facebook: xapityapps

    Wednesday, May 24, 2017 9:04 PM
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    Hi

    Relay Access Denied is the problem. I think the best way to solve the issue will be to change the E-mail Notification Channel to authenticated access to Office 365 (Option 1 in the link below)

    Having it set to Anonymous is fine in a on prem Exchange environment where you can control what services are allowed to connect to Exchange, but in a Exchange online situation this could lead to a open relay situation which Microsoft would not allow.

    Anyway here is the Microsoft link on how to set up an application to send email from Office 365:

    How to set up a multifunction device or application to send email using Office 365 

    Set this up as a new E-mail Notification Channel and delete the old one (or just edit the existing channel). The subscriptions do not need to change or be updated.

    Regards

    Glen

    Web: www.xapity.com  |   Twitter: @xapityapps  |   Facebook: xapityapps

    • Proposed as answer by Yan Li_ Monday, May 29, 2017 5:49 AM
    • Marked as answer by D.Pradeep kumar Tuesday, May 30, 2017 11:50 AM
    Thursday, May 25, 2017 12:08 PM

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    Hi

    If I understand correctly the Exchange Connector is processing the email s correctly and Incidents are being created. The problem is that the external users are not receiving notifications that have been triggered by email subscription.

    It sounds more like a email flow issue rather than a Service Manager issue and hopefully is a relatively minor configuration change somewhere in the mail flow process.

    I would check the following:

    • Confirm that an email from an external user creates an incident where the affected user is filled out. Check the properties on the affected user to confirm the User CI has an email address on the Notifications tab.
    • The next step is to try and confirm if the email message for an external user is getting to Office 365. A Packet trace could be used to confirm this. Or just move to the next point and try and test the connection.
    • Is the notification channel using an authenticated connection or anonymous? Either way, I would try sending a email using a Telnet connection and use SMTP commands from the SCSM management server to Office 365, to send the email to an external user.
      Also confirm what email address the notification channel is using? It should use the same email domain as Office 365. 
    • Then the next step would be to see if there is anything in the Office 365 that is blocking email, or stopping relaying of email or try and look at the receive and send options in Office 365

    Regards

    Glen

    Web: www.xapity.com  |   Twitter: @xapityapps  |   Facebook: xapityapps

    Wednesday, May 24, 2017 9:04 PM
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    Hi Glen,

    Thanks for the quick reply, Yes incidents are being created but external users are not receiving notifications. 

    Presently there is no SMTP server setup, "E-mail notification channel" is directly configured to O365 with Anonymous authentication on Port 25.

    I am checking the mail flow on the Office 365 and update on the results.

    Pradeep Kuimar


    • Edited by D.Pradeep kumar Thursday, May 25, 2017 10:53 AM Duplicate sentence
    Thursday, May 25, 2017 10:44 AM
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    Hi Glen,

    I have tested sending email using Telnet to internal user, was able to receive email. When sending email to external users getting below message.

    550 5.7.64 TenantAttribution; Relay Access Denied [CO1NAM04FT058.eop-NAM04.prod.protection.outlook.com]

    Pradeep Kuimar

    Thursday, May 25, 2017 11:19 AM
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    Hi

    Relay Access Denied is the problem. I think the best way to solve the issue will be to change the E-mail Notification Channel to authenticated access to Office 365 (Option 1 in the link below)

    Having it set to Anonymous is fine in a on prem Exchange environment where you can control what services are allowed to connect to Exchange, but in a Exchange online situation this could lead to a open relay situation which Microsoft would not allow.

    Anyway here is the Microsoft link on how to set up an application to send email from Office 365:

    How to set up a multifunction device or application to send email using Office 365 

    Set this up as a new E-mail Notification Channel and delete the old one (or just edit the existing channel). The subscriptions do not need to change or be updated.

    Regards

    Glen

    Web: www.xapity.com  |   Twitter: @xapityapps  |   Facebook: xapityapps

    • Proposed as answer by Yan Li_ Monday, May 29, 2017 5:49 AM
    • Marked as answer by D.Pradeep kumar Tuesday, May 30, 2017 11:50 AM
    Thursday, May 25, 2017 12:08 PM
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    Hi Glen,

    Thanks for the reply, i am checking the link provided.

    Pradeep Kuimar

    Thursday, May 25, 2017 12:39 PM