After upgrading to OAuth authentication from Legacy (POP3/SMTP), the Service Desk stopped updating or creating new tickets from email templates.
When a message is sent manually (for example, from Outlook or Gmail), the email client automatically includes multiple client-level headers.
Automated or system-generated emails, such as those sent through an API or third-party application, do not include these headers because they bypass the Mail User Agent (MUA) layer where those headers are typically created.
You can confirm this issue by reviewing the logs in kmailsparser log.
If the affected email shows “No Headers”, it will not be acknowledged or imported by the SMA.
Under OAuth authentication, the SMA expects the following headers to be present in the email:
|
Header Name |
Purpose |
Example Format |
|
From: |
Identifies the sender’s address and name. |
From: John Doe <john.doe@example.com> |
|
To: |
Recipient(s) of the message. |
To: support@company.com |
|
Subject: |
Email subject line. |
Subject: Patching confirmation |
|
Date: |
Timestamp the message was sent. |
Date: Tue, 29 Oct 2025 13:45:22 -0500 |
|
Message-ID: |
Unique identifier for the message (critical for threading). |
Message-ID: <CA12345@company.com> |
|
Received: |
Shows the path and servers the message passed through (each mail server adds one). |
Received: from mail.company.com (10.1.2.3) by smtp.gmail.com... |
|
Return-Path: |
Where bounces are sent. Often rewritten by relays. |
Return-Path: <noreply@company.com> |
|
DKIM-Signature: |
Authentication signature to verify sender identity. |
DKIM-Signature: v=1; a=rsa-sha256; d=company.com; ... |
|
SPF (Authentication-Results): |
Indicates whether SPF/DKIM/DMARC passed or failed. |
Authentication-Results: spf=pass smtp.mailfrom=company.com |
|
MIME-Version: |
Defines MIME format version. |
MIME-Version: 1.0 |
|
Content-Type: |
Defines format of the email body (HTML, text, etc.). |
Content-Type: text/html; charset="UTF-8" |
These are the headers needed on all emails that are sent to the OAUTH inbox.
Once these headers are properly defined, the SMA will be able to successfully recognize and import the emails or templates.
