Setup Maximo Email Listener with Microsoft 365 email

Overview

This article provides high-level instructions on configuring an email listener in Maximo using a Microsoft 365 email to receive service requests. This task is often done by a Maximo consultant for a client. However, the Microsoft email needs to be properly configured by the client’s IT to allow Maximo to authenticate and read emails.

Instructions:

1. Request IT to create and configure a Microsoft email account:
   • Create a new Microsoft 365 email account. (e.g. sr@your-domain.com)
     • After the email is created, log in to outlook.office.com to confirm it is accessible and can receive new emails
   • Enable IMAP for the new email account (link)
   • Register Azure AD Application (link)
     • At step 3, ensure the Redirect URL is entered as  http://localhost:7001/maximo, as this needs to match with the URL provided in the PowerShell script when generating a refresh token in the next step
     • After this step, IT needs to provide the following details:
       • Application (Client) ID
       • Directory (Tenant) ID
       • Token Endpoint URL
       • Client Secret
2. Generate a refresh token (link)
3. Import SSL Certificate to WebSphere’s trust store (link)
4. Import SSL Certificate to WebSphere’s trust store (link)
5. In the DB configuration app, increase the length of the INBOUNDCOMMCFG. OAUTHREFRESHTOKEN field to 2048
6. In the Workflow Designer app, enable and activate workflow: LSNRBP
7. In the Communication Templates application, open the template LSNRSECAPP, in the recipients tab, remove the Roles. Add an email to a Maxadmin person or Maximo support mailbox.
8. Create an E-Mail Listener configuration record:
   • Open the E-mail Listener application, create a new record. Then enter the following details
     • Email Address: Listener email [sr@your-domain.com]
     • Email Password: *****
     • Mail Server: outlook.office365.com
     • Email Folder: INBOX
     • Protocol: oauth
     • Port: 993
     • Enable STARTTLS?: Unchecked
     • OAUTH2 Authentication: Enter the values retrieved from the first setup step
       • Client ID
       • Client Secret
       • Refresh Token
       • Token URL.
     • Workflow Process: LSNRBP
     • Schedule: Set an appropriate schedule, e.g. every 5 minutes
     • Activate the Listener
   • Open Action > Security Settings: add a new row and enter:
     • Business Object: SR
     • Maximo Application: SR
   • Open the crontask application, open and reload the crontask: LSNRCRON

7. To test the email listener:
   • Ensure the email used to send a new request is the same as the email of an existing Maximo user.
   • Use the user’s email, send a new email to the Email Listener’s mailbox
   • Open outlook.office365.com and ensure it has a new Unread email in the mailbox
   • After a few minutes, open the E-mail Listeners record, it should have:
     • Last Run Time: a recent execution time in the last few minutes.
     • In the outlook.office365.com, the email, if processed, should now be marked as read (i.e. the title is no longer bold)
     • (We can get an email to be processed again by Maximo by simply marking it as unread)

8. If there are any issues, check this article for common problems