Is there a way we can configure a delay fetching and archiving an email until after the email is 1 minute old? Our Microsoft tenant has attachment scanning for viruses/phishing/etc. and it can sometimes take up to a minute till the attachments are available. OSticket more often than not fetches emails while Microsoft is still scanning the attachments and so the tickets are created missing the attachments. Decreasing the fetch frequency doesn't help because if an email is delivered 5 seconds before a 15 minute fetch frequency, the email is still downloaded without the attachments. The only way to solve this issue is for OSticket to check if the email is over 1 minute old before fetching it.
Configure delay to fetch email greater than 1 minute old?
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There is no way to accomplish exactly what you want within osTicket itself. The only way is to delay the fetching but as you said if an email comes in right before the fetch is triggered it will still pick it up during the fetch (if it's within the fetch amount). The only other way is to (on top of delaying fetching) fetch a small number of emails each fetch. This way it should only pick up the oldest couple of emails which should've already been processed. However if you have a low influx of emails this won't work either.
The only way I can think of accomplishing this is on the mailserver side like have your scanning system only put the mail in the inbox when it's done scanning. OR actually now that I'm thinking about it you could configure a specific fetch folder and have the scanner move the mail from the inbox to the specific fetch folder when it's done. That way the only mail in the fetch folder is mail that has been scanned.
Cheers.
Thanks Kevin, good thought on moving the files to a new folder. Hopefully a MS rule will move the email after any attachments have been scanned. Definately something to try.
Please post back to let us know if it is/isn't possible as we'd be interested to know for future reference.
Cheers.
I've been running m365 (Exchange or EXO) for my mail server for years... and have never noticed a problem where an email attachment is not fetched because it is being scanned by M365 for viruses.
I'm curious how was it determined that this was a problem?
@ntozier here's a screenshot of what we see in the ticket system when osTicket fetches an email before Microsoft has finished scanning the attachment.
Hmmm. Interesting. I have never seen that! 
Have you tried removing the Theme mod that you are running to see if that helps?
(note: I do not think that it will.)