Ticket Responses are not sent from individual Microsoft mailboxes

Last Modified

Tue Jan 31 15:55 GMT 2023

Description

  • Ticket responses are not sent when an Individual Microsoft Mailbox is set to "Send reply using this mailbox".

Environment

  • N-able MSP Manager

Solution

Before providing a solution, it is important to understand the problem. Here are the steps to replicate issue.

Create individual Microsoft mailbox where settings are configured to 'Send reply using this mailbox':

  1. Navigate to Settings > Tickets & Workflows > Ticket Mailboxes.
  2. Click the mailbox drop-down menu in the top right corner of the page and select Add Individual MS Mailbox.
  3. Follow these steps to connect the mailbox and in the Connection Settings window, select Send reply using this mailbox.
  4. After successful configuration, test the mailbox by sending a ticket request email to the Email Address listed in the Connection Settings window using a separate email account. A message from the separate email address will simulate an MSP Manager customer and the email should be received in MSP Manager 's Ticket Request section of the Helpdesk.
  5. Convert the ticket request into a ticket, then add a Response to the new ticket. The From field of the response should show the new Individual Microsoft Mailbox address.
  6. Save the Response to send it, and then save the ticket.

ISSUE: Notification recipients do not receive any outbound email / ticket responses from MSP Manager.

This is a known issue and the suggested solution is a temporary workaround. The MSP Manager team is working on fixing the issue in a future release.

SOLUTION: Edit the Individual MS ticket mailbox, update the settings to Send reply using MSP Manager service, and save the mailbox. Outbound responses from tickets will be successfully delivered when this option is selected.

An alternative solution is to change the mailbox to an M365 mailbox.