3 Replies Latest reply on Sep 17, 2020 5:27 AM by Richard Rowe

    Track-It 20.x Shared Mailbox Access Account

    David Hood
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      Hello BMC Communities,

      We are currently running Track-It 11.4 and working on the upgrade testing on a brand new server.  Our 11.4 version is set up to monitor a shared mailbox in Exchange Online and the account that is configured to access it is a normal account in our On-prem AD (synced to AAD).  This has worked fine for a long time, however I am not the person that configured this server.  Yesterday, I had to make a change to all user licenses in O365 because our EA was renewed and the products changed.  Little did I know, the account that was used to access the shared mailbox had a license applied to it when I didn't notice, so I removed old licenses in bulk and in turn took away what was needed for this account. Then, the account was not able to access the shared mailbox.  We are using the IMAP settings for email configuration also. 

      My question:  Is this the only configuration that will work?  I did not want to assign a license to that account just for this purpose.  Can I have any other account without a cloud license to access the shared mailbox for ticket creation? 

       

      Thanks

        • 1. Re: Track-It 20.x Shared Mailbox Access Account
          Richard Rowe

          Hi David

           

          it shouldn’t be a problem to use a shared mailbox in Exchange Online.

           

          I have a test account created as a shared mailbox (obviously not consuming a license) in Exchange Online, which is successful with a direct connection into Track-It!

          This has been tested with the IMAP and EWS mail protocol. POP has been disabled.

           

          Hope this helps.

           

          Ricky

          • 2. Re: Track-It 20.x Shared Mailbox Access Account
            David Hood

            Thanks for the reply Richard.   However, I don't have to apply the license to the shared mailbox.  The account that I have in AD (synced to AAD) needs an Exchange Online license applied to it for it to be able to access the shared mailbox that we use for tickets.  Do you know of a way around this?  I didn't want to use up a license for a account that was never going to need a mailbox, I just need it to be able to access and read email in the shared mailbox.  The documentation doesn't go in this with detail. 

            • 3. Re: Track-It 20.x Shared Mailbox Access Account
              Richard Rowe

              Hi David

               

              You're very welcome.

               

              You'll have to forgive my ignorance with syncing from AD to AAD, as I am flying blind on this particular configuration.

               

              The two test systems we have here is with EWS (connecting to a test domain with virtual servers in Azure) and then hMailServer (connecting to a test domain with virtual servers in VMWare).

               

              But throwing a few suggestions, can you:

               

              1) Create a shared mailbox directly in EWS that doesn't sync with your local AD, rather than syncing from AD (if this particular configuration is expecting a license to be consumed)?

              This was created in the EAC, but can also be created in the 365 Admin Center

               

              Then when you configure Track-It! depending what protocols you have enabled, configure and test:

              EWS

               

              IMAP

               

              Or the other option

              2) Use a local mail server to connect to the account with the mailbox in AD

              Then configure Track-It! to pull from the mail server:

               

              I appreciate I don't know your company policies, but I hope one of the option might be viable.

               

              I'm guessing that as the account was initially set up in AD with Exchange that when the sync with AAD was configured, it looks at the mailbox and associates it with that account hence expecting a license.

               

              Therefore, I think one of the two suggestions above are going to be your options.

               

              Cheers


              Ricky