Applies To: SharePoint Online
Crow Canyon Email Sync App Overview
Crow Canyon Email sync app is an add-in for O365. SharePoint online doesn’t have built-in functionality similar to Announcements Lists in on-premises where emails sent to a particular address are automatically added to the list in SharePoint. This App plugs this functionality gap by monitoring a mailbox that is accessible via Exchange Web Services and creates the mails received as items in a SharePoint list.
This App can be used as a stand-alone product. It is used in Crow Canyon Applications like IT Help Desk for incoming emails to Ticket functionality. When an email is sent to an email address configured in Crow Canyon Email Sync app then these emails get created as Incoming emails in Email Tickets list. Further, Crow Canyon Product App converts these Email Items to Tickets along with other functionality like notifications and auto-assignment etc.
To know more about the Email Sync App, please refer: https://www.crowcanyon.info/nitro/appmanual_v2/email-sync.html
To know more about configurations of this app, please refer link: https://www.crowcanyon.info/nitro/appmanual_v2/configuring-email-sync.html
1. What is Exchange Web Service URL in Crow Canyon Email Sync app?
Exchange Web Service provides the functionality to enable client applications to communicate with the Exchange Server. It provides access to mailbox data stored in Exchange Online.
If you are using Exchange Online (O365) then you can specify the standard Microsoft Web Services URL: https://outlook.office365.com/EWS/Exchange.asmx
If you are using in-house or hosted Exchange then please get the web services URL from the concerned team. Please note that this is not same as the Outlook Web Access (OWA) URL.
Note: If any settings are modified in Crow Canyon Email Sync settings changes take effect after about 15 minutes.
2. Multi-Factor Authentication is enabled for the users
If Multi-Factor Authentication is enabled for the email address which is configured in Crow Canyon Email Sync settings then it does not allow office client application to access SharePoint with regular password.
Please refer this article to create an app password. After creating app password, use this email address and password in Crow Canyon Email Sync settings.
3. Can we directly configure Crow Canyon Email sync settings to Tickets?
No, Email Items should not be created directly in the Tickets list. For Crow Canyon Applications there is a special App that converts the incoming email items to Tickets along with other business logic like auto-assignment, status handling, Categorization and notifications etc. So Email Sync App should be configured to create items in ‘Email Tickets’ list only. Please note that you can configure multiple incoming email lists and also rename them. Refer this article for more details: https://www.crowcanyon.help/article/167
4. Emails coming to mailbox configured in the Email Sync Setting are not reaching Email Tickets list
– This issue occurs if there is a password change for the mailbox that is used in our Email Sync setting, please update the Email Sync Setting with the latest password and specify the Exchange Web Service URL as mentioned in #1 of this article
Note: Usually, it takes around 15 minutes for the new settings/changes in email sync settings to take effect.
– Sync service creates an item in the Email Tickets list for every new email that comes to the mailbox configured in the Email Sync Setting. The email sync setting has a filter that can be configured which might be blocking creation of items. For example, we might block certain emails to convert as an Email Ticket if subject contains “Test” or “Out of Office” emails. See sample filter screenshot below. Please check the mails that didn’t reach Email Tickets list if verify if they match the conditions specified in the filter settings.