OP explicitely asks for trigger based notifications towards their customers.
The production.log should hold clues on why a trigger didn’t fire if applicable.
Thanks but this is not what I was after, the system notifications were fine it was the Customer notifications that didn’t work. I found the fix and will post above.
I’ve tracked this down and believe I’ve found the root cause.
From what I can see, trigger‑generated emails are not sent via the Microsoft Graph mailbox integration. Instead, these messages still require SMTP or sendmail to be configured.
In my environment, when testing notification delivery, mail is sent via the Linux sendmail interface backed by Postfix, which then relays to Microsoft 365 using an Exchange Online inbound connector authenticated by public IP.
If this understanding is incorrect and Microsoft Graph alone should be capable of sending system notifications and trigger emails, could someone please confirm the correct configuration to make that work?
Yeah, I think I blurred the wording and explanation a bit earlier. Let me try to clarify what we’re seeing in case it helps others (and keen to get your feedback if I’ve misunderstood anything).
From testing in our environment:
Trigger-based emails are dependent on the group’s email/channel configuration, as you mentioned.
System notifications use the separate Email Notification channel, as mentioned.
However, in our case, even with the group and trigger conditions configured correctly, customer emails were not being sent until a working local mail transport (sendmail/Postfix) was in place.
After:
confirming /usr/sbin/sendmail was available,
cleaning up conflicting sendmail/Postfix installs, and
configuring Postfix to relay via Microsoft 365 (Exchange Online connector by public IP),
we started seeing successful delivery, with logs showing: postfix/smtp … status=sent
Based on that, it appears that:
Even when Microsoft Graph is configured for mailbox integration, a working outbound mail transport (SMTP or sendmail) on the host is still required for trigger-generated emails to be delivered.
That said, I’m not completely confident this is the expected behaviour as I did have a test environment with only MS Graph configured where mail appeared to work fine.
So it’s possible something in our production setup was misconfigured along the way.
Would appreciate any clarification on whether:
Graph should be sufficient on its own for trigger emails, or
a local mail transport is still expected in self-hosted setups.
Trigger based emails should flow via the normal graph channel. If you can answer (so reply by email in a ticket) normally and the mail arrives as expected, the same should happen for a trigger based reply too.
Notification mails via the notification channel do only affect the agents (to 98%). Customers do not receive ticket update notifications at all.
I’m not sure if this clarifies your question better?
@MrGeneration No, what you’re saying isn’t true. Your method doesn’t work reliably for resetting passwords when tickets are updated or during escalations. Especially when someone forgets their password, you get an error message. That’s why I spent hours and days developing a solution that would help our customers.
Yeah what you are saying is what the behavior I expected. For some reason though, emails weren’t going out - inbound mail was working fine with just graph configured and if users emailed our helpdesk@xxxx address the ticket would be created. But when responding on a ticket the outbound messages were not working.
After I configured the relay it worked so I don’t know what happened with it.
