Over a year ago (February 29, 2020), ConnectWise started advising it's partners to start making changes to their email connectors if Microsoft 365 was the hosting provider. Microsoft initiated a change to bring better security controls in place. Well time is running out, so no more putting this off.
So what does this mean for Manage administrators? If all of the email connectors are using Office 365 connections, AND all IMAP connections have been deleted, then carry on, otherwise please read and act from the information below.
Email Connectors have two components to them:
- Connection to the hosting provider. Current available connections are:
– IMAP*
– Office 365 Email
– Google Email - Email Connector properties. One email connector per email address.
A service board may be linked to multiple email connectors.
*On-premises and Exchange hosting providers may not be affected, please contact your provider if hosted.
If you are an on-premises CW Manage partner and use Office 365, the setup has a few steps needing to be implemented within Azure before the API connections can be authorized. See this KB article from ConnectWise University for detailed installation instructions.
For cloud partners, do the following:
- Document: Make a list of any current IMAP connections. Navigate to System > Setup Tables > IMAP to find the current connections in place.
DO NOT DELETE ANY CONNECTIONS YET! - Implement: Navigate to System > Setup Tables > Office 365 Email List. Select + To add a new connection.
NOTE: The following should match what is presently listed in each IMAP connection.
- Name: Name of the connector
- Inbox Folder: “Inbox”
- Processed Folder: “Processed”
- Failed Folder: “Failed”
- Username: “Email address of the mailbox”
- Select Save.
- Select AUTHORIZE. A pop up will be presented for logging into Microsoft. The account used must be a Global Admin account. After the first connection is authorized, any others will not require authorizing, as long as the session is kept active.
- Repeat this for each email connector setup in the system.
3. Clean up: Remove all IMAP connections which were documented in step 1.
4. Test: Verify that each email connector is functional. Should a connector fail, verify the settings. The inbox for each connector should not have any emails, if they do, the connector is not functional. Prior to calling support, make a small change to the email connector setting (Add and remove a space) then save. Allow 20 minutes to pass before running through the verification process again. If the connector is still not functional, start a chat session with ConnectWise support as this should be a faster method for escalation.
Performing the actions above now will prevent issues later, we hope these instructions will help accomplish this needed change.