Google Email Integration with OAuth 2.0

You can set up email integration with the OAuth 2.0 protocol with Microsoft 365 or Google. The instructions below can be applied to incoming or outgoing email integration or both.

Setting up outgoing/incoming email integration with the OAuth 2.0 protocol

Follow these steps to set up the email integration:

Step #1: Setting the Protocol in SysAid

In SysAid, go to Settings > Setup > Email Integration List.
Click +New.
Go to the Outgoing Email tab.
From the Protocol drop-down, select OAuth 2.0.
Select Google.

Step #2: Creating a project in Google

Navigate to the Google Cloud Platform Console. If you haven't used this Google Cloud Platform Console yet, agree to their terms and conditions.
Click the drop-down next to the Google Cloud logo in the top left corner and select a project .
Click New Project in the top right corner.
Enter a Project name, select an organization and location, and click Create.

Step #3: Adding Gmail API and Google Calendar API scopes

From the navigation menu, select APIs & Services > + Enabled APIs & Services.
Search for Gmail API and select it from the search results.
Click Enable.
Go back to the API Library search page.
Search for Google Calendar API and select it from the search results. Make sure you select the standard API published by Google, not enterprise connectors or migration tools.
Click Enable.

Step #4: Creating a service account

In the Google Cloud Platform Console, go to API & Services > Credentials.
Click + Create Credentials > Service Account.
Enter any name for your service account.
Click Create and close.

Step #5: Setting owner access

Please note:
If you already have the Google Auth Platform configured, skip to step #11.

Go to I AM & Admin > Service accounts > select the service account > Principals with access tab.
Click Grant access.
Under Add principals, add the service account email address.
Set the role to Owner.
Click Save.
Go to Google Auth Platform > Clients.
Click Get started or Create a client.
Choose Internal as the audience type and click Next.
On the next screen, fill in the contact information field.
Finish the process and click Create.
From the left-hand menu under Google Auth Platform, click on the Clients tab.
Click + Create client.
Set the Application type to Web application.
Enter a name for the application, such as “SysAid Email Integration”, and click Create.
Click Download JSON, then click OK.
Look at the left-hand navigation pane under Google Auth Platform and click on the Data Access tab.
Click Add or remove scopes. A side drawer will open.
Use the filter table to find the Gmail API, check the box next to https://mail.google.com/ (which grants full read/write/send/delete access), and click Update. Repeat this for the Google Calendar API scope https://www.googleapis.com/auth/calendar.
Please note:
If the option you are searching for doesn't appear in the drop-down menu, you may need to enable the API on your account: Click the link for the Google API Library, search for Gmail API, and follow the instructions for enabling the API.
Click Update.
Click Save.
go to IAM and Admin > Service Accounts.
Click on your newly created Service Account from the list to open its details page.
Go to the Keys tab at the top, click Add Key > Create new key.
Select JSON, and click Create to download your file.
Switch back to the Details tab (or scroll down) to the Domain-wide Delegation section.
Copy the Client ID.
Click View Google Workspace Admin Console.

Step #6: Configuring the Google Admin console

Navigate to the Google Admin console.
Go to Security > Access and data control > API controls. Right on that main page, you will see a card overview for Google Services.
In the Domain Wide Delegation pane, select Manage Domain Wide Delegation.
Click Add new at the top of the table. Paste your Client ID, and in the OAuth Scopes field, paste: https://mail.google.com/, https://www.googleapis.com/auth/calendar (separated by a comma).
Click Authorize.

Step #7: Entering the generated values in SysAid:

Open the JSON file you generated.
Copy the value of the client_id parameter and paste it into the Service Account field in SysAid.
Copy the value of the private_key parameter and paste it into the Private Key field in SysAid (remove the beginning and end markings).

Follow the instructions in the related content below to fill out the rest of the email form. Be sure that the inbox that you set up for incoming email integration is dedicated specifically for incoming email integration with SysAid and not used for any other purposes.

Email processing behavior

When Google Email Integration with OAuth 2.0 is enabled, SysAid continuously monitors the integrated Gmail mailbox for new incoming emails.

All emails sent to the integrated email address are automatically processed by SysAid and used to create service records. Once an email is successfully processed, it is removed from the Inbox to prevent duplicate service record creation.

In Gmail, emails removed by automated integrations are moved to the Trash folder. This behavior is part of Gmail’s standard design for OAuth 2.0–based access and automated message handling.

Emails in the Trash folder are retained for 30 days, after which they are permanently deleted by Google.

Viewing processed emails

To locate emails that were processed and removed from the Inbox, open the Trash folder in Gmail. All processed emails remain available there until the 30-day retention period expires.

Keeping a copy of incoming emails (optional)

If you want to retain a visible copy of all incoming emails, you can configure SysAid to save copies to a dedicated folder.

To do this, go to Settings > Setup > Email > Incoming Email and fill in the Send a copy of the incoming emails to field (available for Enterprise editions only). When configured, SysAid will store a copy of each incoming email in the selected folder instead of relying on the Trash.

Alternatively, Gmail filters and labels can be used to apply a label to incoming emails before they are processed by SysAid.

To learn more, see Incoming Email Integration Form.