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Hi All,
we have to configure ITSM tool to enable ticket creation when email sent on specific email ID. we have created one email ID with Exchange online plan 2 and used below settings on ITSM tool. but we are getting below error. we did check the IMAP using connectivity analyzer then it show that connectivity failed for IMAP(outlook.office365.com) on port 993.
SMTP SETTINGS
Server name: smtp.office365.com
Port: 587
Encryption method: SSL/TLS
IMAP SETTINGS
Server name: outlook.office365.com
Port: 993
Encryption method: SSL/TLS
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According to my test in ExRCA tool, there seems to be some difference with yours:
Make sure you configured the settings like the official document suggests, you could share the configuration in ExRCA here, and note to clear your personal information:
You could also try disabling imap then re-enable it for the user, steps can be seen here: Enable or Disable POP3 or IMAP4 access for a user in Exchange Online
And have you tried configuring the account on your outlook clinet to see if it works?
Is there any further information about your issue here?
Issue has been solved by creating exception policy for user to allow basis authentication using powershell command line. Also corrected the IMAP setting as per @Joyce Shen - MSFT
Glad to know that your issue is resolved and thanks for sharing the solution here! Since our forum has the policy that The question author cannot accept their own answer. They can only accept answers by others, and according to the scenario introduced here: Answering your own questions on Microsoft Q&A
I would make a brief summary of this post so that other forum members could easily find useful information here:
[IMAP is not reachable -Summary]
Issue Symptom:
Check the IMAP using connectivity analyzer, show that connectivity failed for IMAP
(Possible) Cause:
Basis authentication is disabled for the user and the incorrect IMAP settings
Solution:
Creating exception policy for user to allow basis authentication using powershell command line.
And the imap setting:
Protocol Server name Port Encryption method
IMAP4 Outlook.office365.com 993 SSL/TLS
SMTP Smtp.office365.com 587 STARTTLS
Reference Links:
To enable Basic authentication for specific protocols in the policy
POP3 and IMAP4 in Exchange Online
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