I got this error when setting up email fetching on osTicket
osTicket Installation Information
PaveNess
You did not configure the plugin correctly or the Entra App correctly. Please go back and follow the documentation exactly as it states and retest.
Cheers.
KevinTheJedi If I am using a shared mailbox, does it affect email fetching?
Not really; that should be fine as I’ve configured multiple in the past. Just make sure you added all the appropriate permissions outlined in the docs, provided admin consent, and have enabled IMAP for the account.
KevinTheJedi My OAuth2 authentication setup works with no issue, why would this be affected?
Because it uses a whole different set of app permissions and requires the admin to consent to them.
KevinTheJedi we have granted all the required permissions, following the guide but still facing same error.
Try disabling IMAP for the account in O365 and re-enabling it again. If that doesn’t work then you may need to add a user to the account with full read and write permissions and login as that user when directed to O365. Just make sure you uncheck the box for strict matching.
Here is a good explanation on shared mailboxes:
KevinTheJedi The account that is authenticating the service?
KevinTheJedi I have successfully setup authenticated the remote mailbox realized that we were using a distribution list email instead of a shared mailbox. However mail is still not being fetched. What could be the cause?
Make sure you enabled email fetching at the system level (Admin Panel > Emails > Settings > Email Fetching) and that you’ve created a Cron Job.
KevinTheJedi Yep, Mail Fetching works now thanks.
