O365 not fetching mail

Norrcomm

I have been able to successfully configure O365 OAUTH but emails are not being retrieved.

Is there a log somewhere I can check for reasons or errors?[upl-image-preview

KevinTheJedi

Norrcomm

That’s because you are using the completely wrong information. First off, SMTP is for Sending mail; not for Fetching mail. Secondly, POP3 is considered outdated for years now and you should use IMAP instead; we simply have POP3 support in case you are using a really old mail server or you are required to use it due to (outdated) company policies. You should always look at the mail provider documentation or contact a mail administrator to get such information before embarking blindly as email can be cumbersome and finicky.

The correct information to use would be the following:
Hostname: outlook.office365.com
Port Number: 993
Mail Folder: leave empty (blank) as we fetch from the INBOX by default
Protocol: IMAP
Status: Enable

Just keep in mind once you enable it you still need to enable fetching globally (Admin Panel > Emails > Settings > Email Fetching > Enabled > Save Changes). Leave Fetch on autocron disabled as you will then create a Cron Job to automatically poll the mailbox without anyone being logged in. You should read this:

https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html

Also keep in mind that once you have the email setup, fetching enabled, and working cron configured the system will start fetching every single email in the INBOX. You should clean the INBOX first before enabling leaving only the emails you want to create Tickets.

Cheers.

Norrcomm

KevinTheJedi Thanks I did setup my cron job to run every 5 minutes.

Norrcomm

Well that's got to be the worst fat fingering of my keyboard LOLOL

Norrcomm

I've made the change but mail is still sitting in the M365 mailbox.

I also ran this command but no mail
'/usr/bin/php /var/www/osticket/api/cron.php'

If I enable deleting mail, this error appears

KevinTheJedi

Norrcomm

Your port is still wrong. It’s 993 not 587. And the Protocol is still wrong it’s IMAP.

Cheers.

Norrcomm

hmmm IMAP is currently not an option I have available with the account I use in my M365 account as it's an online kiosk acct subscription

KevinTheJedi

Norrcomm

Damn, then you can use Port 995 and POP3 (ew).

Cheers.

Norrcomm

It's been a few years since I used OST but now back...

In any event, I decided to upgrade my O365 service desk account to have IMAP capability but now trying to fetch mail and this error is popping up when saving the settings.

I know the password is correct because if I disable the fetching option this error does not appear.

KevinTheJedi

Norrcomm

Just to note there is no password involved since you are using modern auth; OAuth2 is token based authorization. In any regard, since you made major account changes to the address in question (ie. changing licenses) you have to delete the existing token (in the Token tab within the Config popup in your screenshot) and get a new one. You see, when you change the password or do any other similar account changes it invalidates any existing authorized tokens for the account forcing you to reauthorize.

Before doing the above make sure you have all the correct API Permissions enabled and Admin Consented within the App Registration in Entra. Also double check to ensure you have IMAP enabled for the specific email address via the Exchange Admin Center. At that point you should be good.

Cheers.

Norrcomm

Thanks for your help it has been VERY much appreciated:

OAUTH has been reconfigured with a new token.

Not mail seems to be fetch and no errors since reconfiguration,

Any further thoughts?

KevinTheJedi

Norrcomm

You still have the Status set to Disabled.

Cheers.

Norrcomm

KevinTheJedi

Your are correct. When I set it to enabled and save the changes, this error happens

If I have to recreate my OAUTH secret I can but it's would be the umpteenth time :S

KevinTheJedi

Norrcomm

You shouldn’t have to but you may need to try that. Usually when that error happens either the wrong account was authorized, the authorized token doesn’t include the appropriate permissions, or it’s potentially blocked on the O365 side, etc. There is no good way to tell without looking at the auth logs on the O365 side.

Cheers.

Norrcomm

hmmm ok let me dig into that...

KevinTheJedi

Norrcomm

It could also be because you just changed the license and sometimes it takes a while for Microsoft to catch up. You should also try getting a new token in an incognito window just to make sure caching isn’t messing with anything.

Cheers.

Norrcomm

KevinTheJedi Got it working.

I was missing a character in my copy/paste of the secret. It was a period (.) LOL