Email connection to o365/proofpoint no longer working.

transit_trouble

Hey all. I am new to proofpoint, but have been gifted a client who uses it. It seems that the email we use (helpdesk@domain.com) no longer is able to talk to osticket. I imagine this is some kind of SMTP/IMAP/POP issues, but I am having trouble figuring out what it is exactly. Included below are some relevant screenshots that should help.

transit_trouble

UPDATE. It looks like the Oauth2 token used for SMTP via o365 has expired.... Trying to figure out how to fix this...

KevinTheJedi

transit_trouble

That’s an issue that has since been resolved. You need to first upgrade to v1.17.4 or v1.18, install the latest build of the OAuth2 plugin (just replace the current plugin file with the new one), restart the webserver and PHP-FPM if you are running it, and submit the Authentication Config popup for that email to get a new token. If it asks to login to Proofpoint please login as the email you are getting a token for. I would recommend using an Incognito/Private window to avoid authorizing the wrong account.

After all that the Token shouldn’t expire until the Secret expires.

Cheers.

transit_trouble

KevinTheJedi
Thanks for the help Kevin. Does the fact that myself reauthorizing and getting an expiration date of today in 1 hour and 8 minutes change any of this?

transit_trouble

KevinTheJedi Sorry to bother. If I authenticate the wrong account and now my email is creating tickets instead of our helpdesk@domain.com account what would be the best way to fix this?

KevinTheJedi

transit_trouble

No, they typically expire in 1 hour and get refreshed by the refresh token. The old bug was MS sends a new Access Token AND new Refresh Token but we were only updating the Access Token. So after 90 days or so the Refresh Token would expire and not be able to refresh anything. With the latest code and latest plugin we update all.

Cheers.

transit_trouble

KevinTheJedi Thank you!

KevinTheJedi

transit_trouble

First, temporarily disable Email Fetching (Admin Panel > Emails > Settings). Next, delete the token via the Delete Token button in the Authentication Config popup, login to osTicket using an incognito window (as I suggested earlier), and resubmit the Authentication Config popup to get a new Token. If you don’t see the Delete Token button then you have not upgraded yet and must delete the token from the database in the _config table.

Cheers.

transit_trouble

KevinTheJedi Hate to be a pain, but when you say "delete the token via the Delete Token button in the authentication config popup" where do you mean exactly? The pop-up when you click submit?

KevinTheJedi

transit_trouble

Yes, precisely. In that popup you should see a button in the Token tab called Delete Token. Pressing that will delete the token so you can resubmit for a new one. If you don’t see that button then you have not upgraded and installed the new build of the plugin.

Cheers.