The email-to-ticket feature facilitates automatic ticket creation within the ITSM system directly from incoming emails through IMAP integration securely using OAuth. This enhancement will streamline response times, improve customer support workflows, and elevate the overall customer experience.

This section outlines the IMAP configuration on the Google Workspace account.

Notes

This feature is supported in Tahoe SP3 HF26 B006.
The IMAP configuration has been tested and is compatible exclusively with Google Workspace.

The Organization must have a valid Google Workspace account.

Configure IMAP for Gmail

To configure IMAP settings with a Gmail account, perform the following steps:

Open a Gmail Account with Google Workspace access. Navigate to Settings > See all settings.

Figure: Settings
Click Forwarding and POP/IMAP.

Figure: Forwarding and POP/IMAP
In the IMAP access section, select Enable IMAP.

Figure: Enable IMAP
Click Save Changes.

Configure OAuth 2.0 in Google Cloud to Access Gmail API

OAuth 2.0 should be configured in Google Cloud to access the Gmail API as it ensures secure authorization, user consent, and token-based access. It adheres to industry standards for compliance and best practices. OAuth 2.0 allows granular access control and easy revocation of access. It reduces the risk as applications don’t need to store user credentials. This setup provides secure, authorized access to user data with minimal risk.

To configure OAuth 2.0 the following configuration must be made:

Create a Google Cloud Project

Enable the Gmail API

Configure OAuth Consent Screen

Create Service Account and Credentials

Delegating Domain-wide Authority to the Service Account

Create a Google Cloud Project

To create a new Google Cloud Project, perform the following steps:

Navigate to Google Cloud Console - https://console.cloud.google.com/
Click My First Project.

Figure: My first project
On the next page, click New Project.

Figure: New project
Enter the required details and click Create.

Figure: Create project
A notification is displayed after creating the project.

Figure: Notification

Enable the Gmail API

To enable the Gmail API, perform the following steps:

From the notifications, select the created project.
Navigate to the left panel and click APIs and services.

Figure: APIs and services
On the next page, click Enable APIs and Services.

Figure: Enable APIs and Services
Search for Gmail API from the list.

Figure: Gmail API
Click and open the Gmail API. Click Enable.

Figure: Enable Gmail API

Configure OAuth Consent Screen

To configure OAuth Consent Screen, perform the following steps:

Navigate to the left panel and click OAuth Consent Screen.

Figure: OAuth consent screen
Select External user type and click Create.

Figure: External user type
Enter the required details on the Edit app registration page and click Save and Continue.

Figure: OAuth consent screen
On the next page Scope, click Add or Remove scopes.

Figure: Add or Remove scopes
Click the Filter icon and select API > Gmail API.

Figure: Filter
Select the Scope as https://mail.google.com/ and click Update.

Figure: Gmail API
The added scope is displayed below. Click Save and Continue.

Figure: Save
On the next tab Test Users, click Add Users.

Figure: Add users
Add the user's email address and click Add.

Figure: Add
The added user’s email address is displayed. Click Save and Continue.

Figure: Added user email address
The Summary tab displays all the added details. If you wish to edit any field, click Edit.

Figure: Summary

Create Service Account and Credentials

To create a Service Account and its credentials, perform the following steps:

To create credentials, navigate to Credentials on the left panel.

Figure: Credentials
Click Create Credentials.

Figure: Create credentials
Select Service Account from the dropdown.

Figure: Service account
Enter the required details and click Create and Continue.

Figure: Create
In the next step, grant the service account with access to the created project. Select a Role and click Continue. This is an optional step.

Figure: Access to project
On the third step, grant users access to the created service account and add the user Gmail account. Click Done. This is an optional step.

Figure: Access to project
Once the Service account is created, it is displayed on the Credential page. Click the created Service Account.

Figure: Created service account
Click the Keys tab on the service account details page.

Figure: Keys
On the Keys page, click Add Key > Create New Key.

Figure: Create key
Select JSON and click Create.

Figure: Create JSON
A JSON file is downloaded. Save this .JSON file for further use.
Click Details tab > Advanced settings. Make a note of the Client ID displayed.

Figure: Advanced settings

Delegating Domain-wide Authority to the Service Account

To delegate domain wide authority to the service account, perform the following steps:

Log in to Admin Console - https://admin.google.com/ using the Google Workspace account.
Navigate to Main Menu > Security > Access and Data control > API controls.

Figure: API controls
In the Domain-wide delegation pane, select Manage Domain Wide Delegation.

Figure: Manage Domain wide delegation
Click Add new.

Figure: Add new
Enter the service account's Client ID in the client ID field. The client ID for your service account is located on the Service Accounts page.

Figure: Add new client ID
In the "OAuth scopes (comma-delimited)" field, enter the list of scopes your application requires access to. For this setup, include https://mail.google.com/. This will grant full access to Gmail.
The suggested list of scopes to added are as follows:
https://www.googleapis.com/auth/gmail.readonly - Used to read user's email.
https://www.googleapis.com/auth/gmail.modify - Used to read and modify, but not delete your email.
https://www.googleapis.com/auth/gmail.send - Used to send email on behalf of the user.
https://www.googleapis.com/auth/gmail.labels - Used to manage user's mail labels.
https://mail.google.com/ - Provides full access to Gmail.
Click Authorize.

The IMAP configuration and setting up OAuth authentication for Google Workspace is completed.

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