Hornbill emails not populating in MS Outlook, but populate in O365

[AKetteringham]

As of this morning we are not receiving emails into Hornbill.  This is usually via MS Outlook.  However, we are able to see them in O365 online.  Has anyone else noticed the same?  What is the solution to revert back to MS Outlook.

[Victor]

@AKetteringham MS Outlook is an email client so unless you have forward rules for the email accounts set in Outlook you won’t receive emails in Hornbill via Outlook. Hornbill mail service is also an email client. Unless I am missing something, what happens over there is that you could use (or so used) Outlook client to receive and send emails via the O365 account. You (also) have a Hornbill mailbox configured to receive and send emails using the O365 account. So in summary, there is nothing to revert to and almost certainly there is no “reverting to MS Outlook” in this scenario.

Would be worth checking (test) the email connectors configured in Hornbill admin. Also, if you have not switched to oAuth authentication for the email connectors you would need to do so as basic authentication is no longer supported by Microsoft.

[AKetteringham]

Hi Victor.  We have tried to setup an oAuth authenticator, but we have stalled at API permissions.  It is not finding the servicedesk as a user.  FYI we were already using Classic authentication and not basic.

[Victor]

@AKetteringham I meant basic as in Microsoft basic (which does not work anymore), which in Hornbill would be classic. Here is some info, including troubleshooting that might be helpful:

https://wiki.hornbill.com/index.php?title=How_to_configure_OAuth2_Authentication_for_Microsoft_Office_365_Mailbox_integration

https://wiki.hornbill.com/index.php?title=How_would_the_Office365_administrator_approve_permission_requests

https://wiki.hornbill.com/index.php?title=Troubleshooting_issues_occurring_during_the_setup_process