Overview

SMTP is the mechanism that is used to send email across the world. Vivantio uses SMTP to send email to your technicians, customers, and end users on your behalf. SMTP settings are only for outgoing email - the settings on this page do not affect Email-to-ticket, which is used for incoming email.

Setting up SMTP

Navigate to the Admin Area > Setup > Outgoing Email > SMTP Settings

There are two options for sending email from Vivantio:

Using Vivantio's SMTP Server

Using your own SMTP server

Using Vivantio's SMTP Server

In most cases, we recommend customers use Vivantio's SMTP Server. When doing so, it is strongly recommended that you also configure SPF and DKIM to help ensure mail is delivered. If you're experiencing issues with mail delivery, please see our troubleshooting guide

Using your own SMTP Server

No or Basic Authentication

Please refer to your SMTP provider for the exact details you need to specify to connect to their SMTP service.

Shared Mailboxes and SMTP AUTH

When using a shared mailbox as the sending identity, SMTP client authentication must be explicitly enabled on the mailbox. In Exchange Online, this setting is disabled by default and must be enabled via the Exchange Online PowerShell module:

Set-CASMailbox -Identity "your-mailbox@yourdomain.com" -SmtpClientAuthenticationDisabled $false

Note that changes may take up to 60 minutes to propagate before SMTP authentication succeeds.

Microsoft OAuth Authentication

Overview of Authenticating to Microsoft for SMTP

Microsoft are retiring basic authentication for SMTP. All new connections must use OAuth2. Configuration requires a Microsoft 365 (Entra ID) global admin registering your Microsoft Entra ID tenant (formerly Azure AD) against our App Registration which creates an Enterprise Application in your tenant directory. Further configuration is then required following Microsoft’s guidance here.

Please note that your SMTP will stop working whilst the below process is undertaken, therefore, we recommend undertaking this out of hours.

To ensure a smooth configuration process, before configuring Microsoft SMTP in Vivantio we recommend familiarisation with the steps below which are required after your tenant has been registered:

1. From a PowerShell prompt connect to Exchange Online: Connect-ExchangeOnline -Organization <tenantid>
2. Create a new service principle for the Enterprise Application: New-ServicePrincipal -AppId <APPLICATION_ID> -ObjectID <OBJECT ID> -DisplayName <custom_display_name>
3. Check details of the new service principal: Get-ServicePrincipal | fl
4. Grant the mailbox you wish to use for SMTP the appropriate permissions: Add-MailboxPermission -Identity "john.smith@mycompany.com" -User <SERVICE PRINCIPAL_ID> -AccessRights FullAccess

Shared Mailboxes and SMTP AUTH are subordinate to Microsoft OAuth Authentication.

Configuring Microsoft SMTP in Vivantio

1. Navigate to Admin > Setup > Outgoing Email > From Address
   a) Update System Email Address with mailbox you wish to use for SMTP
   b) Click Save

2. Navigate to Admin > Setup > Outgoing Email > SMTP Settings > Use your own SMTP Server
a) Select Authorization Type = OAuth
b) Select OAuth Provider = Microsoft
c) Click on Register New Tenant and follow the prompts to register your Microsoft Entra ID tenant.
d) Follow the procedure above to create a service principal and grant mailbox permissions. Please note that in testing we have experienced a delay of up to an hour for these permissions to become effective.
e) Click on the Refresh icon to the right of the Tenant ID dropdown and then select your tenant in the dropdown (refresh also required if re-registering tenant)
f) Server Address, Port, Use SSL and Use Start TLS are pre-populated and are unlikely to need changing
g) Update the Username textbox with the mailbox you wish to use for SMTP
h) Click Save

Advanced Configuration Options

1. The From Address (Admin > Setup > Outgoing Email > From Address) can be:
   a) The mailbox configured above
   b) An alias of the mailbox configured above
   c) Another Office 365 account that has Send As Permissions over the Send As Mailbox (configured in Exchange Online)
2. Multiple Vivantio Instances
   a) If you require SMTP in multiple Vivantio instances, following successful configuration of a first instance further instances can be configured by registering your tenant in that instance and then configuring a mailbox using Add-MailboxPermission and updating Vivantio accordingly.
3. Under From Address (Admin > Setup > Outgoing Email > From Address) we don't recommend setting these options:
   a) Allow mailbox address to be used as from address for outgoing email
   b) Allow User email address to be used as from address for outgoing email