Dear users,

We would like to bring to your attention that Microsoft has frozen developments and enhancements for their Exchange Web Services (EWS) for Exchange Online and Office 365 were frozen back in 2018 itself and will retire this service from October 1, 2026.

https://techcommunity.microsoft.com/t5/exchange-team-blog/retirement-of-exchange-web-services-in-exchange-online/ba-p/3924440

Earlier, Microsoft had announced that their Exchange Web Services (EWS) will no longer receive feature updates. While the service will continue to receive security updates and certain non-security updates, however, product design and features will remain unchanged. Microsoft is strongly recommending their users to migrating to Microsoft Graph to access exchange online.

It is obvious that we would not able to get support for any bug fixes and latest functionalities. Hence, we have decided this EOL for the EWS protocol for online exchange. However, EWS will still be available for on-premise exchange.

https://techcommunity.microsoft.com/t5/exchange-team-blog/upcoming-changes-to-exchange-web-services-ews-api-for-office-365/ba-p/608055

Considering all these and to allign with Microsoft, we have decided to stop providing support for EWS for Exchange Online mailboxes.

As a proactive approach, we strongly recommend our customers using Exchange Online (Outlook/Microsoft 365) mailboxes via EWS to switch to Microsoft Graph for both Incoming and Outgoing mail configurations.

Refer to the following guides for instructions to configure mail settings in ServiceDesk Plus with Microsoft Graph:

For Incoming (Mail Fetching):

https://help.servicedeskplus.com/configurations/helpdesk/email-configurations.html$microsoft-graph

For Outgoing (Mail Sending):

https://help.servicedeskplus.com/outgoing-mail-server-settings$microsoft-graph

Note that the option to configure Microsoft Graph was introduced in build 14201. In case you are on an older build, we recommend you to upgrade your ServiceDesk Plus build to the current version. Refer to our release notes to know more:

https://www.manageengine.com/products/service-desk/on-premises/readme.html#readme146

Refer to the following guide to configure OAuth Authentication for Mail Server:

https://help.servicedeskplus.com/oauth-authentication

In case you want to configure Azure as Authentication Server, refer to the following guide:

https://help.servicedeskplus.com/configure-azure-as-authentication-server

Be informed that by end of Februrary 2024, ServiceDesk Plus migration will be brought to a halt for customers environment with EWS + Exchange Online configurations in a hotfix.

As stated earlier, we will continue to provide support EWS for On-premise Exchange mailboxes and the above is not applicable to these environments.

Regards,

ManageEngine