Spiceworks Helpdesk Not Sending Email Notifications

spiceuser-e1020 · 2022-10-19T09:55:53.000Z

Hello,

Up until Monday both of our Spiceworks Helpdesks were receiving incoming and sending outgoing emails, since then no notification emails have been sent or received.

I have checked the dedicated mailbox related to our helpdesk and emails are being received into this mailbox without issue.

I have checked the Outgoing and Incoming settings and both are still correct,

6f33f3ad-dcda-4e96-8860-5cef61fe6b86-Outbound.PNG461×682 40.7 KB

42ff3d33-cb74-4eb0-a83b-afecc3a512b0-Incoming.PNG471×527 29.9 KB

Some things to note:

Nothing significant has changed with our network over the last week

Test emails to and from the linked mailbox are okay

I have restarted the Spiceworks service running on our server several times, removing the email details from settings

Outbound Port 587 and Inbound Port 995 are still open

Any help or advise would be appreciated.

Thanks,

Suzanne-Spiceworks · 2022-10-19T10:19:57.000Z

I’m guessing that you are either using the legacy desktop version or Help Desk Server. Both are end of life partially for this reason. They do not support modern authentication, and we knew that would stop working at some point because Microsoft and Google were moving that way.

Here is the announcement from last year that talks about it:

What’s going on with Spiceworks Tools & Apps in 2021? Spiceworks Support

Hi SpiceHeads, While we’ve been posting various updates as of late, we know many of you are curious about the direction of the Spiceworks Tools & Apps. We want to make sure you’re not just aware of our plans but are also a part of the conversation. The road behind us Our primary focus this year is on helping our members migrate off of the legacy Desktop application. Back in 2018, we announced that we were no longer going to be improving Spiceworks Desktop after version 7.5 and that version 8.0…

Sorry… I am sure that isn’t what you prefer to hear this morning.

judeeden · 2022-10-19T10:36:48.000Z

It’s Microsoft’s move to Modern Authentication. You can either move to the Spiceworks cloud version or try some workarounds to get it working while you look for a better ticket solution.

Here are some links

TECHCOMMUNITY.MICROSOFT.COM

Basic Authentication Deprecation in Exchange Online – September 2022 Update

Starting on October 1st, 2022 we’re going to start to turn off basic authentication for specific protocols in Exchange Online for customers that still use it.

How to Deal with Exchange Online Basic Authentication Deprecation? (admindroid.com)

https://blog.admindroid.com/basic-authentication-deprecation-in-exchange-online/#POP,%20IMAP,%20and%20SMTP%20Auth Using Gmail for Helpdesk (Since gmail also has 2-factor you may need to do an app password for it to work).

Rod-IT · 2022-10-19T10:47:18.000Z

To confirm what others have said - this is almost certainly related to basic authentication being disabled by Microsoft on the 12th of October. FYI, this is something they have been wanting to do for over a year now.

spiceuser-e1020 · 2022-10-19T11:03:44.000Z

Thanks everyone for your advice on this, its unanimous! 12th Oct is the last ticket received to one of the helpdesk so that would coincide.

Thanks again,

stuartnicols · 2022-10-26T08:45:25.000Z

Hi all,
Am in same boat (with the Spiceworks Desktop setup) with the system i in-herited when i joined here…
Helpdesk mail ticket system stopped yesterday…

Best i start reading up on this Spiceworks Cloud Version…
Cheers

spiceuser-e1020 · 2022-10-26T09:02:08.000Z

Hi Stuart,

Yeah its a bit of a pain but I suppose it keeps me right with advanced encryption. Just a heads up the Spiceworks Cloud and Server versions seem to do a lot of data collecting from the data on the tickets. As much as it pains me to move away from Spiceworks we are having to look at another in house solution as we cant have our data being skimmed.

Cheers,

scheff1 · 2022-10-30T19:23:08.000Z

OposOrgan:

we are having to look at another in house solution as we cant have our data being skimmed.

Why then did you opt for a public Cloud email solution instead of an on-premise email solution?
Why don’t you fear your data being skimmed for your emails?

While you’re searching for a 3rd party on-premise solution, you may configure O365 to accept basic authentication until end of the year. If this time is not sufficient for search and migration, you may also opt for a compatible on-premise email server for your current Spiceworks help desk solution, at least for your support emails. O365 is just no longer compatible. And if you want to use such an on-premise email server just for support emails, you’ll need to configure forwarding to your compatible on-premise email server just for these support emails.