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Service Desk Email issue


We are not able to create any issue/tickets using mail address functionality in the Service Desk Project. Also inside the project settings >> Email request area, we can see the below error message. Please help us to find the root cause and solution.

Error :

We couldn't connect to your mail server

Here's the error we received: "[ALERT] IMAP access is disabled for your domain. Please contact your domain administrator for questions about this feature. (Failure)"

1 answer

1 accepted

1 vote
Answer accepted
Dirk Ronsmans Community Leader Jul 20, 2021

Hi @Soumya Subudhi ;

The message pretty much says it all.
The mailbox you are querying does not have IMAP enabled on it. I'd suggest to contact your email administrator and have them enable it on the email domain/mailbox.

Thanks Dirk for quick response. Let me work on this.

Hello @Dirk Ronsmans ,

I have new scenario now, when I reached the security team, they have asked they can't enable the IMAP for a longer period. I have to find out any work around with out using IMAP. Any suggestion ?

Dirk Ronsmans Community Leader Aug 02, 2021

Hi @Soumya Subudhi ,

Not really.. IMAP is a protocol that the client will use to read the emails. 

If they don't want to open it up and this is a business requirement (the fact that you have emails) imho, they would need to come up with alternatives.

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