User email server configuration for EWS

Email configuration in Case Manager has changed with the release of version 6.3 due to a shift towards Modern Authentication.

This page contains the appropriate configuration information when you are running previous releases of Case Manager, such as Version 6.2 or earlier.

This page applies when:

  • you are using Office 365, or
  • you are using Exchange online hosted by Microsoft, or
  • you use Microsoft Outlook and want to see emails sent from Case Manager in the Sent folder of your Outlook mailbox

Exchange Web Services (EWS) is an API, a programming interface that enables communication between the Exchange server and other programs. We use it to connect Case Manager to Microsoft Outlook.

To enable this functionality, change the user's email outgoing mail server settings must be set to EWS.

Users can follow the steps below to do this.

Configure EWS for your user account

Open your user options by selecting Tools > User Options from the main menu.

Click the Email server tab and then click Use my mail server options.

  1. Make sure that the email address is correct.
  2. Select Exchange Web Services from the Server type dropdown list.
  3. Enter the server name:

    Note that if your business has its own EWS server, you will need to consult your IT support to get this address.

  5. Enter your email credentials.
  6. Typically this is the same as your email address at 1.

  7. Enter your email's password.
  8. Note that this is not your Case Manager password!

  9. Click OK.
  10. Click Send email test to verify that the settings are valid.
  11. Close the window.

You should always click Send email test to confirm that the new server settings are functional.

If your test fails:

User Email Address

Firstly, for this test to succeed it needs to have somewhere to send the email. You are logged in to Case Manager through your user account and this account must have an email address at its Employee List record.

Status 401: Unauthorized

When the error message is Status 401: Unauthorized, the issue is usually that the password entered here does not match the password used for your email account outside of Case Manager.

Error Send As Denied

The email address of the user account that you are logged in to Case Manager needs to have permission to send mail as the authenticated user. This permission needs to be set up for your email account outside of Case Manager. Please see notes below.

Note 1

In version 6.2 and earlier, when you send a test email Case Manager:

  • Constructs a test email where the 'From' and 'To' address is set to be the email address of the signed in user.
  • Case Manager then logs into your email service using the Authenticated User settings.
  • From there the email content is relayed to your email service.
  • Your email service then sends the test email.

If the signed in user has their own Outgoing Mail Server Settings then they are the Authenticated User in this test.

Note 2

In version 6.3 and later:

  • When using SMTP servers, the test email scenario above applies

However, if the system's Authenticated User email address is not your own email address, you need to have permission to 'Send As' that user for this test to succeed. This applies to all versions of Case Manager.

This permission lets you, the signed in Case Manager user, send emails as the Authenticated User.

The permission for this is configured outside Case Manager (usually by your IT) in the authenticated user's email server settings.

For example, in Microsoft 365 an account can give mailbox permissions to another user or allow them to send email on behalf of them:

Configure EWS at Employee List

Alternatively the system administrator can enter the details for each user at the Ougoing Mail Server settings at the Employee list. The fields are the same.

Employees may will need to enter their own Outlook username/email address and password (at steps 4-5 at their user settings) if the system administrator does not know this information.