Microsoft365 secret ID renewal make zammad recreate ticket for every single mail in the inbox

Technical assistance
1

Hello, first of all sorry for my bad english i try my best.

I just renew my azure ad secret for zammad app, but when i reload the Microsoft365 canal on zammad it goes crazy and recreate tickets for every single mail from the mailbox.

  • Used Zammad version: 5.4.1
  • Used Zammad installation type: source
  • Operating system: Ubuntu 20.04

Expected behavior:

  • Just the channel goes up and create ticket only when there is a new mail in the inbox.

Actual behavior:

  • Recreate ticket for every mail in the inbox

Steps to reproduce the behavior:

  • I just got a warning in the Microsoft 365 channel, telling me that my azure ad secret id comes to the end and i have to renew it if i want to continue using this channel. I renew it and proceed to reauthenticate. The channel goes green but then zammad creates tickets for every mail in the mailbox specified.

I don’t know if the problem come from Microsoft or Zammad. Should i just remove every old mail from the inbox or is there another step that i miss to stop this behavior?

2

did you use “keep messages on server: yes” before and changed it to “no” during a re-auth of the mail-accounts?

3

There has been a very mean bug in Zammad until roughly last week.
Update Zammad to the latest version possible and the issue should be solved.

The bug caused Zammad not to remember that you want to keep messages on the server and thus acted like “don’t keep them on the server”.

4

We were using “Keep messages on server : no” but it supposed to do what we want no? When an email get used to create a ticket it get move from the server and so when i renew the connection between M365 and Zammad it is supposed to not use them.
I didn’t realy understand why i encounter this bugs but i think we can close this thread as the behavior is stoped.
Thanks for the help!

5

If you keep messages on server = no and Zammad “reimported” mails, then it definitely cannot be the same mailbox you’ve fetched before. Ensure you didn’t accidently authenticate another account to Zammad instead of the original one. Thanks to the account switching stuff of MIcrosoft this can happen extremely fast.

With keep messages on server = no, Zammad will fetch everything it finds in the mailbox or defined folder you provided. That means if it fetches an already existing mail, it has been either re-added to the mailbox or is another mailbox.

6

Oh ok thanks i understand now, im gonna check if i didn’t make a mistake.
Thanks!

7

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