# Rednour Law — Carrie's inbound mail from Carla still showed "Emma - Rednour Law"

- **Date (UTC):** 2026-06-02
- **Tenant:** rednourlaw.com (`4a4ca18a-f516-478b-99da-2e0722c5dc18`)
- **Reported by:** Carrie Rednour (text to Mike) — "When I get an email from Carla, it still shows up as 'Emma - Rednour Law'."
- **Related ticket:** Syncro #32343 (Resolved)
- **Follow-up to:** `2026-05-31-onboard-and-rename-emma-to-carla.md`

## Summary

After last session's Emma -> Carla rename, Carrie still saw inbound mail from Carla render
under the old name "Emma - Rednour Law". The rename itself was correct server-side; the stale
name came from a leftover pinned contact in **Carrie's own mailbox**, not the directory.
Removed it. Confirmed the other three mailboxes are clean.

## Diagnosis

Server-side state was already correct:

| Source | Value |
|---|---|
| Azure AD `displayName` | Carla Skinner |
| Exchange mailbox `DisplayName` | Carla Skinner |
| Primary SMTP | carla@rednourlaw.com |

The mailbox's GAL DisplayName *had* been literally "Emma - Rednour Law" before the
2026-05-31 rename (confirmed against that session's audit report), so the string was a real
former value, not a personal naming style.

Root cause: a saved contact in Carrie's **Quick Contacts** folder
(`IPF.Contact.MOC.QuickContacts` — the Outlook/Skype pinned-favorites list):

```
DisplayName: Emma - Rednour Law
Email:       emma@rednourlaw.com
```

`emma@rednourlaw.com` is still a live proxy alias on Carla's mailbox (deliberately retained
last session), so Outlook resolved Carla's new mail to the same mailbox, matched this old pin,
and rendered its name in place of the GAL name. Carrie's default Contacts folder (237 items)
and all other contact folders had no Emma/Carla entry — this single pin was the only source.

## Action taken

- Read Carrie's contact folders over **EWS** (`outlook.office365.com/EWS/Exchange.asmx`) with
  `ExchangeImpersonation` of crednour@rednourlaw.com, using the **ComputerGuru Exchange Operator**
  SP (`b43e7342-5b4b-492f-890f-bb5a4f7f40e9`, `full_access_as_app`). EWS was used because none of
  the Graph apps in the suite hold `Contacts.Read` (Graph contacts call returned 403).
- Located the pin, then `DeleteItem` with `DeleteType="MoveToDeletedItems"` (recoverable).
- Verified the folder no longer contains the entry.

## Other mailboxes — swept, clean

| Mailbox | Contact folders | Contacts scanned | Stale Emma/Carla entries |
|---|---|---|---|
| Carrie Rednour | 10 | 237 | 1 found -> deleted |
| Nick Pafford | 9 | 0 (empty) | none |
| receptionist | 10 | 34 | none |
| Carla Skinner | 9 | 40 | none |

Covers every real user mailbox in the tenant (the only other recipient is the system
DiscoverySearchMailbox). The issue was isolated to Carrie's mailbox.

## Expected result / client guidance

- New mail from Carla now resolves to the GAL and renders as **Carla Skinner**. In cached mode
  it syncs down within a minute or two; a one-time Outlook restart forces it if needed.
- Carrie can re-pin Carla from the GAL if she wants her back in favorites.

## Notes

- Underlying enabler is the retained `emma@rednourlaw.com` alias (mail to emma@ still reaches
  Carla — left in place by design). Pulling it would also stop the shadowing but breaks delivery
  to emma@; not changed.
- If Nick or the receptionist ever report the same symptom it would be the same class of stale
  pin/contact on their side — re-run the same EWS sweep.

## Billing

No time entry logged on #32343 as of this report (pending Mike's call on minutes/labor type).
