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new emails not being deleted, generating multiple tickets
Problem reported by Al Oomens - 11/8/2021 at 11:04 AM
Resolved
We are using SmarteTrack v12. All of a sudden new emails are not being deleted when added to SmarterTrack, so it is generating multiple tickets for new emails. We are using Microsoft 365, and it is connecting using POP3. Any ideas how I can troubleshoot this? There have been no changes to SmarterTrack or the server.

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Kyle Kerst Replied
Employee Post
Are you able to pull the POP logs from the O365 side by chance? I am looking at a similar issue which arose over the weekend and everything I am seeing thus far points towards an index issue on the O365 side. To confirm though, you can head in to Settings>Diagnostics and check the POP logs and Ticket Import logs for more information. All of the session logs I've seen so far are successful and show no changes from previous POP download traffic. I hope this helps :)
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kyle Kerst Replied
Employee Post Marked As Resolution
I just received an update from the other environment indicating this looks to have been an issue on the Microsoft side which has since been resolved. Please review further and let us know how that works out for you.

Edit: This issue was determined to be a problem with the newest version of the O365 POP.NET components. They've reverted to the previous version and the DELE command is now being processed appropriately. 
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Al Oomens Replied
Yes, it does appear to be resolved here also. Thanks!
0
Kyle Kerst Replied
Employee Post
You're very welcome, have a good one!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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