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Unable to Authorize Email Address, getting a "Need Admin Approval" prompt when setting up Incoming Mail Account in Web Help Desk (WHD)

This article aims to solve the Need Admin Approval prompt encountered when authorizing the oAuth email setup to the Web Help Desk using Modern Authentication for Office 365 e-mail.

Overview

Part of setting up oAuth in the Web Help Desk (WHD) is to authorize the WHD email address in the WHD oAuth inbox email setup. However, without enough permission, Microsoft Azure will prompt and ask for the admin email account instead of the WHD email address.


If the admin account's email is used, this will sync the admin email mailbox to WHD instead of the WHD email address and process all of its emails to tickets. The configuration should only be authorized by the incoming email account and not any other account.

Resolution

Important: Ensure that it is the incoming email account configured that is authorizing the connection. Using any other account will process the emails of that account to authorize and delete the emails. This may result in lost emails from that account.

Do the following to permit the Web Help Desk email address.

Note: Make sure you're running WHD 12.7.8 and above.

1. Go to Microsoft 365 admin center and Navigate to Roles > Roles or Role Assignments.

Suppose the Application developer role is not found in the O365 Admin center. In that case, you may go to the Azure portal and, while logged in using the incoming account, assign the Application Developer role. Once this is done, proceed to step 6.
 

2.  Click Application Admin > Assigned Tab. 
3. Hit the “Add Users” button and enter the WHD email address > Press Add
4. Then navigate to Application Developer > Assigned Tab 
5. Hit the “Add Users” button and enter the WHD email address > Press Add
6. Go back to Web Help Desk Console, log in as Administrator
7. Go to Setup> E-mail > Incoming Mail Accounts and select the existing Email account
8. Click the “Re-Authorize” button
9. Sign in using the WHD email address (NOTE: There will be a prompt indicating Permissions requested. Double check that the email indicates there is the WHD email address)
10. Click Accept
11. Go back to WHD and make sure that the WHD email address is in the User section of the oAuth settings. 

12. Click Save.

The Incoming mail account should be processing emails now using OAuth as the Authentication method.