E-mail Robot: Accessing a Mailbox as a Delegate in Google Workspace

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To set up access to the delegated mailboxes for the Email Robot through the Google Workspace, complete the following steps:

  1. Configure Service Connection as mentioned in the Email settings: Gmail Configuration for Google Workspace Service Connection page.
  2. Create a Service Account in the Google Cloud Console:
    1. Go to the Google Cloud Console.
    2. Navigate to IAM & Admin → Service Accounts → Create Service Account.
    3. Assign a name and description.
    4. Grant roles (optional; for Gmail API, basic access is enough).
    5. Enable G Suite Domain-wide Delegation:
    6. Check Enable G Suite Domain-wide Delegation.
    7. Download the JSON key file.
    8. In Google Cloud Console → APIs & Services → Library → Search for Admin SDK API → enable it.
  3. Create and Download JSON Key:
    1. In the service account details, go to the Keys tab.
    2. Click Add Key → Create new key.
    3. Select JSON as the key type.
    4. Click Create.
      The JSON key file will download automatically.
      Keep this file secure, as it provides full access to your service account.
  4. Configure Domain-Wide Delegation
    1. Go to Google Workspace Admin Console → Security → API Controls → Domain-wide Delegation.
    2. Click Add new:
  5. In Matrix42, in the delegated mailboxes setup, use client_email and private_key values from the JSON downloaded at step 3. Make sure to copy only the value, without quotes.
  6. Proceed with the E-Mail Robot configuration in the Service Desk.

Please ensure that both the incoming mail folder and the processed mail folder are set up in your primary mailbox as well as any delegated mailboxes.

Without the incoming folder, the system won't be able to find or read your emails. Additionally, please make sure the processed folder matches your configuration setup—otherwise, your tickets will still be created, but the original emails will be permanently deleted instead of moved.

 

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