Setting up OAuth in Kayako Classic using Office 365

This document provides steps in setting up OAuth 2.0 in Kayako Classic using O365.

⚠️ This is only available from version 4.94.7 onwards.

You can refer to the following article for guidance Upgrading or Downgrading Your Kayako Classic Download Helpdesk

Step 1: Create an Organization and get the Tenant ID

Go to Azure https://portal.azure.com/ and create an Organization. Once you create the organization, you should see something like the following screenshot. We would need the Tenant ID (as highlighted below) while configuring the OAuth in Kayako Classic settings.

Step 2: Register the Kayako App

After creating an Organization, Click on App Registration > New Registration to create a new App within the organization

Fill in the details for registering a new application as per the information below:

• Name: Provide any name you may like
• Supported Account Type: Select 2nd option - Accounts in any organizational directory (Any Azure AD directory - Multitenant)
• Redirect URI: For this property select the platform as Web and provide the value as https://<KC-DOMAIN>/admin/verifyoauth. Replace the <KC-DOMAIN> value with your Kayako’s domain

After filling in the following details, click on the Register button

After successfully registering the application you would be presented with a screen as shown in the below screenshot. We would need Application (Client) ID while configuring OAuth in Kayako Classic application.

Step 3: Create Client Secret

After creating the application, we need to create a client secret for the application. Click on the "0 certificate, 0 secret" link. You should be navigated to the Certificates & Secrets page. Click on New Client Secret as shown in the screenshot below.

Provide some description and select the value for Expires field from the dropdown.

Click on Add button to generate the Client Secret. The Client secret value will be visible ONLY on this screen. Please copy the value and paste it somewhere safe for further reference. Below is the screenshot of the Client Secret. Copy the highlighted value.

Step 4: Enable API Permissions

The next step is to enable API permissions so that Kayako Classic app can fetch emails from the server. To enable API permissions, click on the API Permissions menu on the left panel and click on Add a Permission option as shown in the screenshot below

Upon clicking on “Add a Permission” option, you would be presented with a Request API permissions panel from the right. Click on Microsoft Graph as shown below

Click on Delegate Permissions

Select the following permisions

Scroll Down and select all the options under IMAP

Scroll Down and select all the options under POP

Scroll Down and select all the options under Mail

Scroll Down and select User.Read permission under User

Click on Add Permissions button.

Step 5: Add Support Email as a User

The last step in configuring OAuth setting in Azure Active Directory is to add the support email user in the organization. Select the Users menu in the left panel and click on the New User option as shown below in the screenshot

These are all the settings required in the Azure Active Directory to enable Kayako Classic to read emails. The next step is to configure these settings in Kayako Classic 4.94.7 & above version.

Step 6: Setup Support email in Kayako Admin Panel

After completing the Azure Active Directory setup, you need to configure setting in your Kayako Classic instance to enable Kayako to read and parse email from your Office 365 email. Follow these steps to configure OAuth in Kayako Classic version 4.94.7 and above.

• Login to the your Classic instance as an Admin user and navigate to Admin Panel > Email Parser > Email Queues and click on + New (in the upper right corner) as shown in the screenshot below

• You would be presented with a screen as shown below

Enter the values for the properties based on the information provided below

Enter queue address: Your support email

Mailbox type: Select POP3 SSL or IMAP SSL

Mailserver hostname: outlook.office365.com

Port Number: 993

Authentication Type: OAuth

Client Id: Provide the value obtained in Step 2

Client Secret: Provide the Client secret value obtained in Step 3

Authorization Endpoint: The value for this parameter is a URL as mentioned below. In the below URL, replace the <TENANT_ID> with your Tenant ID value obtained in Step 1

https://login.microsoftonline.com/<TENANT_ID>/oauth2/v2.0/authorize

Token Endpoint: The value for this parameter is a URL as mentioned below. In the below URL, replace the <TENANT_ID> with your Tenant ID value obtained in Step 1

https://login.microsoftonline.com/<TENANT_ID>/oauth2/v2.0/token

Authorization Scope (make sure ALL scopes are included for each connection type):

• for IMAP SSL connection: openid email offline_access https://outlook.office.com/IMAP.AccessAsUser.All https://outlook.office.com/Mail.Send
• for POP3 SSL connection: openid email offline_access https://outlook.office.com/POP.AccessAsUser.All https://outlook.office.com/Mail.Send

Ignore recipient addresses and force into queue: Yes (in order to capture all emails coming into the mailbox)

Use the same mailserver to send email: Yes 

SMTP connection type: SSL (Depends on the email setup on the client's end)

• Scroll all the way up to the page and click on Verify Connection
  • This step is required in order to actually authenticate into the O365 tenant, as this is what triggers the oAuth workflow on the O365 side and is responsible for authorizing Kayako for oAuth connectivity. 
  • Clicking the Verify Connection button will open a new window where you are required to authenticate into O365 using the chosen account (email queue address) for the connection, and follow the indicated steps.
    
    The actual information displayed on this authentication screen depends on your O365 tenant settings (it may require additional admin consents to be provided)
•  After successfully authorizing your account for oAuth in Kayako you will be returned to the previous window, where you need to click on the NEXT button at the top of the page and you should see the following page (if you are modifying the existing queue, please press the "Update" button)

Enter the values for the properties based on the information provided below and click INSERT to finish the setup

Department: Select the department in which tickets should be created

Ticket type: Select the ticket type for the new tickets

Status: Select the default status for the new tickets

Priority: Select the default priority for the new tickets

Note: The below two articles are known to resolve issues with IIS

• "Blank screen" https://stackoverflow.com/questions/11636386/how-to-configure-the-web-config-to-allow-requests-of-any-length
• "Received access token -" https://martinsblog.dk/windows-iis-with-php-curl-60-ssl-certificate-problem-unable-to-get-local-issuer-certificate/

Note 2: General troubleshooting

• Pressing the "Update" button after the "Verify connection" is a mandatory step that saves the token in the "swemailqueues" table
• Some customer may encounter a "AutoExecute Query: AutoExecute Query: UPDATE swemailqueues" when their access tokens are bigger than the column size. The below SQL query will fix the issue.
  • ALTER TABLE swemailqueues CHANGE accesstoken accesstoken VARCHAR(6000) CHARACTER SET utf8 COLLATE utf8_unicode_ci NOT NULL DEFAULT '', CHANGE refreshtoken refreshtoken VARCHAR(6000) CHARACTER SET utf8 COLLATE utf8_unicode_ci NOT NULL DEFAULT '';
• "Received ID token with user email address -" error during the verification. This is usually experienced when the "openid email offline_access" is not added to the "Authorization Scope"