Attempting to configure a new email integration with azure.us

You’re running into a known generic error: **“Test incoming email failed, Connection pool shut down”**. It doesn’t point to a single cause, but we can narrow it down. Since you’re on **Azure Gov (azure.us / national cloud)**, there are a few specific things to check.

I’ll keep this focused and step‑by‑step.

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## 1. Confirm basic OAuth2.0 setup for Azure Gov

In **SysAid > Settings > Integration > Email > Incoming Email**:

- **Protocol**: `OAuth 2.0`
- **Service provider**: for a US Gov tenant, SysAid may need to be configured on the backend for **national cloud endpoints** (not the default global `login.microsoftonline.com` / `graph.microsoft.com`).
- From the admin UI you can’t change those endpoints. If everything below checks out but tests still fail, this usually requires SysAid Support to adjust the environment to use **azure.us** endpoints.
- **Tenant ID / Client ID / Client Secret**:
- Ensure no leading/trailing spaces.
- Use the **secret Value**, not Secret ID.
- **User / Domain user**:
- Use the **actual mailbox UPN / address** that should be read (e.g. `helpdesk@...`).

If any of those were obviously wrong, correct and re‑test first.

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## 2. Network connectivity checks from the SysAid server

For on‑prem SysAid, this error is often network‑related.

From the SysAid server (or the machine hosting Tomcat):

1. Test HTTPS connectivity (ports 443) to the relevant endpoints for your gov region, for example (depending on your enclave):

- Identity:
- `login.microsoftonline.us:443`
- `login.microsoftonline.com:443` (sometimes still contacted depending on configuration)
- Graph:
- `graph.microsoft.us:443` (or the correct gov graph endpoint for your tenant)
- Exchange Online (if used):
- `outlook.office365.us:443` or the gov equivalent

2. Make sure your firewall / proxy is not blocking or inspecting and breaking TLS to those endpoints.

If telnet/curl to these hosts on 443 fails or hangs, the pool shutdown is often just a symptom of the connection never establishing.

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## 3. Check SysAid version and resources

Historically, we’ve seen this error with:

- **Older builds** that didn’t fully support newer OAuth / Graph behaviors.
- **Under‑resourced servers / exhausted connection pools**.

Please check:

- **SysAid version**: if you’re on an older build (e.g. pre‑23.x), upgrading is recommended.
- **Server resources**:
- Confirm the SysAid service has sufficient **Java max memory** configured (commonly `2048M` or higher in `wrapper.conf`) and ample RAM on the OS.
- If the error appears **immediately** after pressing Test (no delay), it can also indicate an internal pool/config issue, not a remote timeout.

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## 4. Inspect logs for the real Azure error

To see the actual Azure/AAD error behind the pool message:

1. In SysAid, go to **About > Download logs for tech support**.
2. Immediately after a failed Test, download logs and inspect (or have your team inspect) for:
- `oauth`, `access token`, `graph.microsoft`, or `AADSTS` messages.
- Any HTTP status like `401`, `403`, or `5xx`.

Often you’ll find an AAD error such as:

- Mis‑scoped permissions
- Invalid/expired secret
- Wrong endpoint for a gov tenant

If you find a specific `AADSTS` code, paste it here and I can interpret it.

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## 5. Azure Gov specifics to verify in App Registration

In your **App registration (Azure Gov portal)**:

- Confirm you created it in the **correct gov tenant** (not a global portal by mistake).
- Under **API permissions**, ensure you’ve added the correct **Graph / Exchange** permissions recommended in the SysAid OAuth 2.0 guide and granted **admin consent**.
- Confirm the **Redirect URI** (if used) and authentication type match what SysAid expects (Application permissions / client credentials flow).

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## 6. When you may need SysAid Support (backend change)

Because you’re on **Azure Gov**, if:

- Network connectivity from the SysAid server to the gov endpoints is fine, and
- App registration (tenant, client, secret, permissions) is correct, but
- Tests in SysAid still fail with only “Connection pool shut down” and logs show gov/national‑cloud errors (e.g. AADSTS90038-type redirect or endpoint mismatch),

then the SysAid **cloud/backend environment** may still be pointing to **global endpoints** instead of the appropriate **azure.us** endpoints. That cannot be changed from the admin UI.

In that case, you should open a **Service Record** to SysAid Support from outside this chat (new chat / standard support channel) and include:

- That you’re integrating with **Azure Gov / azure.us**.
- Tenant ID and App (client) ID.
- The exact **error text** from the SysAid logs (including any AADSTS codes).
- Confirmation that telnet/curl to the appropriate gov login/graph endpoints on 443 works from the SysAid server.

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If you can share (1) your SysAid build number and (2) the first relevant OAuth/AAD error line from the logs, I can give you a much more precise next step.