Idea Details

SDM emailEater SSL Connection

Last activity 06-13-2019 09:41 AM
Anon Anon's profile image
12-11-2016 07:07 AM

I have been using CA Product for long time, service desk manager was the main product I have used. After long time I decided to publish the most annoying buggy feature in SDM which is emaileater.


We are using service desk in a governmental institute, thus it is nearly impossible to change environment security policies such as email server ( i.e exchange server) incomming and outgoing servers connection.


Service desk till now does not support SSL connection via port 993 while most of mail connection now are secured nor SSL connection nighter TLS is fully supported .


Let me explain briefly, emaileater is a feature available in most of Service Desk products with full support of secure connection but not in CA one. If you need to use emailEater then your connection to mail server must not be secured (not using 993 port instead of 143 ). Which is not allowed in most of clients environment.

A buggy walk-around is to open a TLS connection after a plain text connection to mail server, but this walk-around does not work for two reasons:

1) you have to establish a plain text connection first; which make login info available for free in the network!.

2) To use TLS you have to import all email certificates owned by email server with one way only which is importing the three certificatez with the root directory too. The problem is CA force the client to follow its procedures for getting certificate files in a way that other service desk products vendor have not such difficulties or environment security changes.



Finally, the absence of supporting SSL connections to mailserver gonna lead for untrusted relationship between CA and it's client.


I'm a governmental client and for sure I will not deal with CA Service Desk any more if it is not support secure SSL Connections.




02-26-2018 03:59 PM

We are pleased to announce the inclusion of this feature with the 17.1 release today. For more information, please see How to Connect CA SDM to the Office365 Servers Using SSL - CA Service Management - 17.1 - CA Technologies Documentation .

01-19-2018 01:58 PM



SDM 17.1 currently is in the beta testing and validation phase.


We expect it to be available sometime during the 1st quarter of this calendar year.

01-18-2018 05:24 AM

Hi Paul_Coccimiglio,

is it possible to have a preview of that new maileater? I recently met the SSL compatibility limitation from customers and it could be useful have a sneak peek in that way.

Thank you

01-05-2018 12:23 PM

Maileater has been completely rewritten in SDM 17.1


It will support HTML and Rich-Text Format (RTF) emails for incoming mails and support configuring mail servers with wild card SSL certificates and/or where the mail server name is in the Certificate's subject alternate names (and not in the issues To Part).

01-05-2018 10:29 AM

Not yet, but looks like it might be in 17.1.

01-05-2018 09:25 AM

Is this feature included in 17.0?

08-16-2017 08:07 AM

Thank you for submitting this idea. We are planning to include this feature in an upcoming release.

12-12-2016 09:32 AM

Hi Ferdinand,


Unfortunately, true SSL support as indicated in the customer's first post is still not allowed in 14.x.  We support TLS protocol based connectivity even with 14.x



12-12-2016 01:32 AM

Hello Shayeb,

SSL support for maileater and also SMTP is included in SDM 14.1.

I've verified this with SDM 14.1.03 ; hMAIL server on W2k12

I've you need more details "How2" etc

MAy be there exist a knowledge document explaining how to do this.

If no, please open a support case and we will guide you through the


Best Regards


12-11-2016 08:00 AM

You can also use thir party software like stunnel to establish secure SSL conecttion form maileater host to mail serverer, and then configure mail eater to connect to local stunell port.