HelpMaster Email Manager v16 & above
Exchange Server 2010 & above
For the HelpMaster Email Manager service to be able to fully utilize Exchange Server & Office 365 mailboxes via an Outlook profile, it may require additional Role Based Access Control permissions to act on behalf of the Exchange or Office 365 mailbox. This is in addition to the Email Manager Service Logon Account requiring the standard "FULL" and "Send As" (&/or "Send on Behalf Of") delegation of permissions to any Exchange mailboxes that need to be scanned by the Email Manager service.
The Email Manager service Event Log may report that it cannot access a particular Exchange or Office 365 mailbox or it's 'Folder ID' which is an ID generated by HelpMaster to identify each mailbox that is being utilized. This may occur even if the Email Manager Service Logon Account already has "FULL" and "Send As" (&/or "Send on Behalf Of") permissions to any of the selected Exchange or Office 365 mailboxes.
The solution is to grant the Email Manager Service Logon Account, Exchange Role Based Access to the ApplicationImpersonation and UserApplication roles as outlined in the Microsoft Technet articles below. This is done from the Exchange Admin Centre as follows...
Login to your on-premise Exchange Admin Centre as an Enterprise Administrator, or from your Office 365 Admin Portal choose the "Exchange" Admin center,
Navigate to "permissions" and click "+" to add a new "admin role" group. Name it something like "HelpMaster Service" & write a description for easy identification,
Under the "Roles:" label click "+" and add the "ApplicationImpersonation" & "UserApplication" roles as a minimum, plus any others you may need like "Public Folders" access,
Under the "Members:" label click "+" and add your HelpMaster Service Logon Account and any other users you wish to grant these permissions to,
Click "Save" to apply your new RBAC permissions.
Understanding Role Based Access Control
Microsoft Technet ApplicationImpersonation role
Microsoft Technet UserApplication role
Please contact PRD Software for any further information about this issue.