Changing Email Replies

We need to change our application-level Email Reply address to a new Modern Auth address and other reasons.  However, after successfully making the change and forwarding "old" email replies to the new Inbox, the "old" messages are being posted in the ticket feed as being "proxied," but the actual message content is not being posted.  In addition, the message states, "...further replies may not be processed" (or something similar).

How do you change the email monitor address/account so that tickets related to the old address are correctly sent to the new address and continuing communication between tickets related to the old address is correctly posted in the feed?

Thanks, Tevis

Asked by Tevis Boulware on Mon 8/28/23 11:24 AM
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Answer (1)

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Mark Sayers Mon 8/28/23 11:40 AM

Hello Tevis,

You shouldn't have needed to create an entirely new mailbox for replies just to allow for connecting to it over OAuth. That is, not unless you had some organizational level reason for not continuing to use the same mailbox. Could you not enable OAuth for that original mailbox on the mail provider end of things for some reason?

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There are a couple of reasons to make this change. One is that all of our email accounts need to be moved to OAuth, and taken off the on-premise 2013 exchange server. Also, the mailbox is about to run out of space, and our Admins cannot clean it out.

Bottom line: We need to be able to transition email replies seamlessly. - Tevis Boulware Mon 8/28/23 11:51 AM
Well once you point TDX at the new email account, it should immediately begin creating notifications (when required) that reference the new email address. Existing notifications that are replied to will go to the old mail account. Can your mail administrators deactivate that account and define its email address as an "alias" for the new mailbox perhaps? - Mark Sayers Mon 8/28/23 11:56 AM
Hi Mark, our email administrators are asking "if there's a reason having mail forwarded from serviceportal@uoregon.edu to uotdxreplies@uoregon.edu wouldn't work? "

That is, if we just forward the "old" email replies to the "new" account, would the new account be able to correctly process the email? Or would we have to manually process each of the "old" emails?

Thanks, Tevis - Tevis Boulware Tue 10/3/23 2:30 PM
Yes, it would be able to process the email, the only issue is because they were "Forwarded" if that is the way you do it, the "From" value on the email might not be the actual person who sent the email.

If you can manually move them from account to account, it would be better, and things would only need to be manually moved for a short time while the new address becomes more widely utilized by everything. - Mark Sayers Tue 10/3/23 2:45 PM