Error when opening emails from public folders - Outlook Web Office 365
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Just got the reply from an Level 2 Escalation Engineer:
This is an known issue with office 365. Our escalation team is working on this issue.
As of now we don’t have any ETA when the issue will resolved.
Once we receive any update from the escalation team I will let you know the same.So same thing, they are still working on the issue.
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I see in O365 admin panel that this issue is now officially recognized.
EX171691 - Can't access emails in public folders -
@Wes-Xw2T6 said in Error when opening emails from public folders - Outlook Web Office 365:
I see in O365 admin panel that this issue is now officially recognized.
EX171691 - Can't access emails in public folders
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@Wes-Xw2T6 said in Error when opening emails from public folders - Outlook Web Office 365:
I see in O365 admin panel that this issue is now officially recognized.
EX171691 - Can't access emails in public foldersbut they lied about the start date to make it look like a much smaller outage than it really is.
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This thread alone is on 17 days, Microsoft is only admitting to eight days. And the issue started, I believe, one day before the thread. So 18 days currently. This is par for the course with MS denying outages.
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Latest update... still not fixed, but MS wants to close the ticket even without any resolution!
As per our last conversation, we got confirmed that the issue which you are facing is an ongoing issue with Microsoft.
Also Microsoft is already aware of the issue and has issued the information in the Admin center->Service health and you can check the update for the same on the portal.
Since we don’t have any ETA when this would resolved please let me know whether we can proceed with closure of this ticket to maintain the case hygiene and you can also reply us on email if any assistance needed.
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A less skewed response from O365 Admin Center.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
Latest update... still not fixed, but MS wants to close the ticket even without any resolution!
- As per our last conversation, we got confirmed that the issue which you are facing is an ongoing issue with Microsoft.*
Also Microsoft is already aware of the issue and has issued the information in the Admin center->Service health and you can check the update for the same on the portal.
Since we don’t have any ETA when this would resolved please let me know whether we can proceed with closure of this ticket to maintain the case hygiene and you can also reply us on email if any assistance needed.
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
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@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
If that MSP pointed me to the fix and said that a patch is being released to address the issue. I would see no issue with them closing the ticket.
What good does it do to have the ticket still open? You as an O365 admin can see the status of the patch rollout and thus can keep tabs on it.
It only causes the tech issues because they are evaluated based on timeliness ticket support. Keeping a ticket open for weeks or months because someone higher in the food chain who is pushing a fix out is dragging ass is bad on your part because you're specifically and purposefully dragging their metrics down.
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Imagine if you were evaluated based on the timeliness and efficiency with which tickets are opened, responded, and closed. And your pay and performance reviews were based on this.
One ticket that is solved but forced to be left open by the customer, would drag the entire curve down. Because the customer just wants someone to yell at. For things that aren't in their control and are actively being resolved by higher ups.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
I skewed NOTHING. I gave the official Microsoft response from the ticket, word for word. I quoted the actual Microsoft response to us, nothing more, nothing less. The thing you posted is known to have been falsified and is for an issue that they claim did not exist until weeks after this thread was opened.
There is not clearly a fix. MS has been lying for weeks, that they claim that there is a fix now will not be a known truth until it is rolled out and tested. Right now, things are not fixed, that's the ONLY true thing we know for sure.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
If that MSP pointed me to the fix and said that a patch is being released to address the issue. I would see no issue with them closing the ticket.
So the MSP can just say "It's our fault, but I'm closing this ticket because we made something up and I'm telling you someone else will work on it without a ticket?"
You are SERIOUSLY okay with your MSP simply closing tickets before any resolution? Do you do this to your users, close tickets before you even try to solve things? What's the purpose of your tickets?
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
I skewed NOTHING. I gave the official Microsoft response from the ticket, word for word. I quoted the actual Microsoft response to us, nothing more, nothing less. The thing you posted is known to have been falsified and is for an issue that they claim did not exist until weeks after this thread was opened.
There is not clearly a fix. MS has been lying for weeks, that they claim that there is a fix now will not be a known truth until it is rolled out and tested. Right now, things are not fixed, that's the ONLY true thing we know for sure.
Uh huh.
The only known thing is that your environment may not have received this update. Not that there isn't a fix. You're making the claim that "well we're still seeing this issue, therefore nothing has been fixed". Which while true, it likely just means your environment where O365 is run hasn't been patched.
And that you are skewing the response to mean that Microsoft hasn't done their job. That this tech hasn't done their job and that Microsoft is out just lying to everyone about everything.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
What good does it do to have the ticket still open? You as an O365 admin can see the status of the patch rollout and thus can keep tabs on it.
I CANNOT track MY issue status, that's the purpose of the ticket. I CANNOT report if my issue gets resolved (but it appears that it has) - more false information for MS to claim things have been resolve when they have not.
The O365 information is inaccurate, so it is NOT showing me accurate status. It's there to fool people, NOT to show my status.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
If that MSP pointed me to the fix and said that a patch is being released to address the issue. I would see no issue with them closing the ticket.
So the MSP can just say "It's our fault, but I'm closing this ticket because we made something up and I'm telling you someone else will work on it without a ticket?"
If the MSP said, "Hey, the platform team has a patch that is being rolled out, you can check the status [here](link url) and if the issue isn't resolved by ETA then please reopen the ticket. "
Yeah I'd have ZERO issues with that.
Because the T1 tech's job is to get details, report what infrastructure might be broken and let the higher ups find and fix the issue.
You know very well that the tech you're speaking with from India or wherever isn't the tech that is fixing the issue.
You are SERIOUSLY okay with your MSP simply closing tickets before any resolution? Do you do this to your users, close tickets before you even try to solve things? What's the purpose of your tickets?
Yes, because there is a stated resolution. And absolutely nothing stated in what the tech has emailed you says "don't reopen this ticket, cause I don't want to hear from you".
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
What good does it do to have the ticket still open? You as an O365 admin can see the status of the patch rollout and thus can keep tabs on it.
I CANNOT track MY issue status, that's the purpose of the ticket. I CANNOT report if my issue gets resolved (but it appears that it has) - more false information for MS to claim things have been resolve when they have not.
The O365 information is inaccurate, so it is NOT showing me accurate status. It's there to fool people, NOT to show my status.
Yes you can. Look in the O365 portal. Are you getting minute to minute updates? No of course not. Neither would their T1 tech.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
Latest update... still not fixed, but MS wants to close the ticket even without any resolution!
As per our last conversation, we got confirmed that the issue which you are facing is an ongoing issue with Microsoft.
Also Microsoft is already aware of the issue and has issued the information in the Admin center->Service health and you can check the update for the same on the portal.
Since we don’t have any ETA when this would resolved please let me know whether we can proceed with closure of this ticket to maintain the case hygiene and you can also reply us on email if any assistance needed.
I love this BS - they have a metric to meet, so they want to close the case, even though it's not fixed.
I have to deal with that this morning for my EHR.
