OAuth2 problems --> token expires every 80 minutes.

KoenDegraeve

For a week now, the emails that should be sent after a response to a help desk item are not being sent. After some searching, I found that it has to do with an expired token. Every 80 minutes the token expires and so no emails are sent after these 80 minutes. For the past three months that we have been using OsTicket, we have not had any problems with this.
The version of OsTicket we are using is: v1.17.5 (7c20036)
We use the OAuth2 plugin version 0.6

The mails that should be sent are sent from a shared mailbox (robot@xxx.xx).
What can we do to ensure that the token does not expire every 80 minutes?

Thanks in advance for your response

KevinTheJedi

KoenDegraeve

That means the token isn't being refreshed after expiration. The refresh happens automatically upon the next login after expiration. Do you have the latest build of the OAuth2 plugin installed (don't look at the version, just when did you download/install it)? Do you have a valid cron job setup/working?

Cheers.

KoenDegraeve

Thank you for the quick response.

We set up OsTicket at the end of November 2023. When I look on Github, the OAuth plugin has not been updated for the last 8 months, so then I guess I have the latest version....
I don't think I've used a cronjob for the past few months either, and everything worked perfectly then....

KevinTheJedi

KoenDegraeve

Probably because you were having constant activity or something. The only way email fetches is via cron job/scheduled task or via auto-cron. Auto-Cron only runs when agents are logged in and doing activity. A cron job/scheduled task runs all the time; regardless of if anyone is logged in or not.

You could've also misconfigured the App Registration. I would suggest reviewing the docs to ensure you did everything exactly as the docs say:

https://docs.osticket.com/en/latest/OAuth2/Microsoft%20Authorization%20Guide.html

For shared mailboxes (that don't have login information) specifically you need to add an admin account/service account/user account to the "Send As" and "Read And Manage" permissions to the shared mailbox in the the exchange admin center (or the main admin center). Then when you are configuring OAuth2 for the email make sure you uncheck the box for Strict Matching setting and when it brings you to MS to authorize the email you'd login as the admin account/service account/user account that you added to the "Send As" and "Read And Manage" permissions.

Cheers.