1 2 Previous Next 21 Replies Latest reply on Jul 24, 2017 3:32 PM by Francisco Candia

    Office 365 and Remedy Email Engine

    Robin Gustafsson
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      Hi!

      Many of our customers have started to use Office 365 which generates a problem when configuring Remedy to use their servicedesk mailboxes since remedy does not support TLS.

      Sure I could use Mapi but how do i get that to work with 10 different mailboxes?

       

      How have you guys solved it?

      ARS 8.0

       

      Best Regards

      Robin

        • 1. Re: Office 365 and Remedy Email Engine
          Parshuram Walunjkar

          For SMTP Can you please try adding this properties in either EmailStart or windows service.


          mail.smtp.starttls.enable=true


          e.g Open the EmailStart

          set JAVA_OPTS="-Xms256m -Xmx1024m -Djava.net.preferIPv4Stack=true -Djava.net.preferIPv6Addresses=false -Dmail.smtp.starttls.enable=true"


          Hope this helps.




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          • 2. Re: Office 365 and Remedy Email Engine
            Robin Gustafsson

            Thank you for your answer!

            I've added the properties as you suggested now, but no luck. Any special setting I have to use in Ar system email mailbox configuration to make smtp work with TLS?

             

            Regards

            Robin

            • 3. Re: Office 365 and Remedy Email Engine

              I think there is no option to use TLS for email engine. The only option is to use SSL.

              • 4. Re: Office 365 and Remedy Email Engine
                Robin Gustafsson

                Yeah but since Office 365 does not support SSL, i'm kind of stuck

                • 5. Re: Office 365 and Remedy Email Engine
                  Sylvain YVON

                  Hi Robin,

                  If you can't find a better solution with MS, perhaps you could have a mail transfer agent on your AR System server handle the pop & smtp communication with Office 365. If running on Linux, Exim or Postfix would do.

                  • 6. Re: Office 365 and Remedy Email Engine

                    Modifying the JAVA_OPTS helped me forward, so thank you for this.

                    Now I can run the Email Engine in the debug mode and see that there is no errors related to smtp.office365.com mailboxes.

                     

                    However I have not been able to get the windows service to work yet. And was wondering if someone has any pointers how to get the mail.smtp.starttls.enable=true working with the service?

                    • 7. Re: Office 365 and Remedy Email Engine
                      Tosho Zaprianov

                      Folks,

                       

                      Did you manage to run the email engine with Office 365 successfully? We tried the settings mentioned above but without any success. ARS is version 9.0.1

                       

                      Thanks,

                      Tosho

                      • 8. Re: Office 365 and Remedy Email Engine
                        Parshuram Walunjkar

                        As per my understanding ARS 9.0.1 does not support Office 365.

                        However you should able to use ARS 9.0.1 for incoming mailbox with Office 365.  For outgoing there are some fixes needed.

                        • 9. Re: Office 365 and Remedy Email Engine
                          Tim Kendall

                          Was anyone able to get Office 365 working for ARS, we are currently on 8.0. Have tried the suggested IMAP settings, have tried using pop3 settings and have also tried the pop3 settings with the SMTP parameters using the emailstart.bat configuration tweak. None of them seem to bring me any luck. Any advice here would be great if someone managed to get this working.

                           

                          Thanks,

                          Tim

                          • 10. Re: Office 365 and Remedy Email Engine

                            I'm running AR Server 9.1.00 and I have the same issue.  I've tried setting up MAPI/IMAP/POP3 with no success.  Any updates would be great from BMC or another Customer.  This is prohibiting me from moving forward with the migration to R9.

                            • 11. Re: Office 365 and Remedy Email Engine

                              Email engine can work with Office 365 email but it depends on the parameters defined for each 365 customer. In one specific case following configuration was working fine:

                               

                              Incoming IMAP with outlook 365 settings:

                              IMAP4 protocol, host: outlook.office365.com port: 993 Use SSL = Yes with user name and password defined.

                               

                              Outgoing SMTP protocol, host: customername.mail.protection.outlook.com port 25, Use SSL = No. Without user and password defined in mailbox configuration form

                               

                              The 'customername.mail.protection.outlook.com' host was provided by email administrator.

                               

                              External reference:

                               

                              http://www.brianwilliams.pro/office-365-smtp-no-ssltls-option/

                              • 12. Re: Office 365 and Remedy Email Engine
                                Marcell Alzate

                                Hi all,

                                 

                                I'd managed to work with TLS for the outgoing mailbox, just by setting: mail.smtp.starttls.enable=true

                                 

                                Tricky part is that the service isn't running with EmailStart.bat but emaild.exe instead.

                                So what I'd done was to stop the service, and then run the bat file with the relevant changes... did my testing and email was sent.

                                Only difference is that the Advance configuration doesn't appear to take effect (e.g. Display Name, Organization, etc)

                                 

                                Version:  Windows, 8.1.02 201408260235

                                 

                                Some extra info

                                Running windows service:

                                  in task manager we see:

                                  <INSTALLATION PATH>ARSystem\AREmail\aremaild.exe

                                  error:

                                  SEVERE: 530 5.7.57 SMTP; Client was not authenticated to send anonymous mail during MAIL FROM

                                  com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.57 SMTP; Client was not authenticated to send anonymous mail during MAIL FROM

                                 

                                Running script:EmailStart.bat with: -Dmail.smtp.starttls.enable=true

                                  "<java path\bin\java"  ""-Xms256m -Xmx1024m <some paremeters> -Dmail.smtp.starttls.enable=true" <more paremeters>

                                 

                                I'd intentionally set a wrong password and this is the error I get, while with the correct password the email is sent

                                nov 08, 2016 6:23:33 EM javax.mail.Service connect

                                SEVERE: null

                                javax.mail.AuthenticationFailedException

                                        at javax.mail.Service.connect(Service.java:306)

                                        at com.bmc.arsys.emaildaemon.MBConnection.openTransport(MBConnection.java:296)

                                • 13. Re: Office 365 and Remedy Email Engine
                                  Marcell Alzate

                                  Now... I do have a question on my own.

                                  How to work with aremaild.exe parameter to enable -Dmail.smtp.starttls.enable=true so it will be running from Windows services?

                                   

                                  So far my testing and with local user, and I would need to set it as a proper service so it will be taken care by the OS.

                                   

                                  thanks in advance

                                  • 14. Re: Office 365 and Remedy Email Engine

                                    Hello Marcell,

                                     

                                    You can add any -D parameter in the windows registry under branch:

                                     

                                    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Engine - ServerName 1\Parameters

                                     

                                    You'll notice a few 'JVM Option Number X', where X is the parameter number. Create a new string value with X+1 as parameter number.

                                     

                                    Then set the value of the newly created key to -Dmail.smtp.starttls.enable=true

                                     

                                    Then increase JVM Option Count value by 1 to indicate Email engine process you added a new parameter. Note the parameter count starts as 0 instead of 1.

                                     

                                    HTH

                                     

                                    Regards,

                                    Francisco

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