All HelpMaster versions
If using a shared mailbox &/or recently migrating to Office 365 and you are using a native Outlook connection to your mailboxes (not IMAP) to be scanned by Email Manager, additional Exchange permissions may be required or the primary shared mailbox may need to be set as the default in your Outlook profile.
Also after any Outlook profile or mailbox changes to names or email addresses the HelpMaster Email Manager mailbox cache file will need to be updated to reflect the new changes otherwise Email Manager will not see the changes as it reads directly from the mailbox cache located by default here, C:\ProgramData\PRD Software\HelpMaster\MapiFolders_xxxxxxxxxx.xml where the x's represent either the Outlook profile name or a number.
The HelpMaster Email Manager service may fail to start or throw errors when using Outlook to connect natively to Office 365 cloud mailboxes. This may be due to Microsoft tightening Impersonation permissions access (RBAC), two factor authentication methods which may exclude further access by an Active Directory service accounts such as HelpMaster Email Manager requires, or the shared mailbox may need to be set as the default Outlook profile mailbox. The following errors may appear in the Email Manager Event Log...
Attempt 1 at clsRedemptionFunctions - GetFolderFromID has failed-Email folder '[YourMailbox]\[YourMailboxFolder]'-'Profile ID'...
18/07/2018 10:58:24 AM : GetFolderFromID() failed to return RDOFolder for '[YourMailbox]\[YourMailboxFolder]'.
Switching to IMAP:
The recommended solution is to switch the HelpMaster Email Manager service over to use IMAP mail system connectivity. A positive side-effect of this is that an IMAP setup removes the requirement to have any Microsoft Office products installed on the server hosting the HelpMaster services, plus it completely isolates mailboxes from each other and minimises Windows Domain permissions requirements.
Here is a step-by-step on how to switch your Outlook profile based Email Manager connection to IMAP Internet based connections on your server hosting the HelpMaster services.
Ensure that you are logged into the HelpMaster server with the account that is running the services and stop all HelpMaster services,
Log into HelpMaster as an administrator and go to "Administration" (menu) > "System administration" (menu) > "Global Email Accounts" (tab),
Create a new account by clicking the "Add Email Account" button and select the "Internet email" option and click "Next",
Enter the following parameters on the "Internet email settings" step and click "Next"...
Next enter a good descriptive name that can't be confused with the other email accounts configured and click "Next",
Select the "System..." email account option to prevent other users from accidentally selecting this account if using IMAP only for the services, or "Everyone" if you wish to make it available to all HelpMaster users, then click "OK" to save,
Now go to "Automation" (ribbon) > "Email Manager Profiles" (option), go to the "Email connectivity" tab and select "IMAP" followed by "Apply",
Go back to the "Email Manager Profiles" tab and from here open every Email Manager Profile in turn and change the following settings in each one,
From "Scan Account" > "Email account for reading email" select the new IMAP account created in the steps above and remove the old one,
Existing "Scan Folders", "Successfully Processed", and "Unsuccessfully Processed" folders all need to be removed and reselected using the new IMAP account resolved folders,
Select the new IMAP account (or another preferred IMAP account) also from "Email Settings" > "Email Account for sending email" from each affected profile,
Save each Email Manager Profile modified with the new IMAP account details by clicking "OK" or "Apply",
Restart the Email Manager service from the Windows Services console and test or check that emails are now being processed by Email Manager successfully.
Creating a New Outlook Profile:
If using IMAP is not an option, try making the shared mailbox or primary mailbox being scanned by Email Manager the default mailbox. With a shared mailbox you will need to authenticate with the Email Manager Service Logon Account credentials as you won't be able to authenticate the connection with a shared mailbox directly. Proceed as follows...
First create the default Outlook profile or a new Outlook profile while logged into the HelpMaster server with the Service Logon Account. If the "Auto Account Setup" screen pre-fills the logged in user details select the "Manual setup or additional server types" option and then re-select the "Email Account" option which will now allow modification,
Now enter the name and email address of your shared mailbox or primary mailbox to be scanned by Email Manager but do not enter a password and click "Next>". If your Email Manager Service Logon Account has the necessary permissions it should authenticate and create the Outlook profile. If you are prompted with a login screen, use the Email Manager Service Logon Account credentials. If this fails then your Email Manager Service Logon Account doesn't have the necessary "FULL" and "Send As" Office 365 / Exchange permissions required to access the shared mailbox. In this case see this linked article to grant the necessary permissions from Office 365 Admin or Exchange admin center.
Modifying an Existing Outlook Profile:
To edit an existing Outlook profile you wish to use, in Outlook from "File" (menu) > "Account Settings" (drop-down) > "Account Settings... (item), or from "Windows Start Menu" > "Control Panel" > "Mail" > "Profiles - Show Profiles..." select the profile and click "Properties" followed by "Email Accounts",
From the "Email" tab click the "New..." option and enter the name and email address of your shared mailbox or primary mailbox to be scanned by Email Manager but do not enter a password and click "Next>". If your Email Manager Service Logon Account has the necessary permissions it should authenticate and add the mailbox to the profile. If you are prompted with a login screen, use the Email Manager Service Logon Account credentials. If this fails then your Email Manager Service Logon Account doesn't have the necessary "FULL" and "Send As" Office 365 / Exchange permissions required to access the shared mailbox. In this case see this linked article to grant the necessary permissions from Office 365 Admin or Exchange admin center.
The above step will create a duplicate of the added mailbox in Outlook due to Office 365 Exchange defaulting to auto-mapping of any mailboxes that the authenticated user has "Full" permissions to. So the first copy is the auto-mapped copy and the second one is the manually added mailbox. Auto-mapping can be disabled for the Email Manager Service Logon Account to avoid confusion using Powershell commands from the Exchange Administration Console only using the following syntax...
Add-MailboxPermission -Identity [SharedMailbox] -User '[Service Logon Account]' -AccessRight FullAccess -InheritanceType All -Automapping $false
Now from the "Email" tab again select the newly added mailbox and click "Set as Default". This will set the scan mailbox as the default mailbox.