sync: auto-sync from GURU-5070 at 2026-06-02 07:25:49

Author: Mike Swanson
Machine: GURU-5070
Timestamp: 2026-06-02 07:25:49

clients/rednour/reports/2026-06-02-carrie-emma-display-name-stale-pin.md

@@ -0,0 +1,80 @@
+# 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).