81 lines
3.5 KiB
Markdown
81 lines
3.5 KiB
Markdown
# Rednour Law — Carrie's inbound mail from Carla still showed "Emma - Rednour Law"
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- **Date (UTC):** 2026-06-02
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- **Tenant:** rednourlaw.com (`4a4ca18a-f516-478b-99da-2e0722c5dc18`)
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- **Reported by:** Carrie Rednour (text to Mike) — "When I get an email from Carla, it still shows up as 'Emma - Rednour Law'."
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- **Related ticket:** Syncro #32343 (Resolved)
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- **Follow-up to:** `2026-05-31-onboard-and-rename-emma-to-carla.md`
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## Summary
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After last session's Emma -> Carla rename, Carrie still saw inbound mail from Carla render
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under the old name "Emma - Rednour Law". The rename itself was correct server-side; the stale
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name came from a leftover pinned contact in **Carrie's own mailbox**, not the directory.
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Removed it. Confirmed the other three mailboxes are clean.
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## Diagnosis
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Server-side state was already correct:
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| Source | Value |
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| Azure AD `displayName` | Carla Skinner |
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| Exchange mailbox `DisplayName` | Carla Skinner |
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| Primary SMTP | carla@rednourlaw.com |
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The mailbox's GAL DisplayName *had* been literally "Emma - Rednour Law" before the
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2026-05-31 rename (confirmed against that session's audit report), so the string was a real
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former value, not a personal naming style.
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Root cause: a saved contact in Carrie's **Quick Contacts** folder
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(`IPF.Contact.MOC.QuickContacts` — the Outlook/Skype pinned-favorites list):
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```
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DisplayName: Emma - Rednour Law
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Email: emma@rednourlaw.com
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```
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`emma@rednourlaw.com` is still a live proxy alias on Carla's mailbox (deliberately retained
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last session), so Outlook resolved Carla's new mail to the same mailbox, matched this old pin,
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and rendered its name in place of the GAL name. Carrie's default Contacts folder (237 items)
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and all other contact folders had no Emma/Carla entry — this single pin was the only source.
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## Action taken
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- Read Carrie's contact folders over **EWS** (`outlook.office365.com/EWS/Exchange.asmx`) with
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`ExchangeImpersonation` of crednour@rednourlaw.com, using the **ComputerGuru Exchange Operator**
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SP (`b43e7342-5b4b-492f-890f-bb5a4f7f40e9`, `full_access_as_app`). EWS was used because none of
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the Graph apps in the suite hold `Contacts.Read` (Graph contacts call returned 403).
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- Located the pin, then `DeleteItem` with `DeleteType="MoveToDeletedItems"` (recoverable).
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- Verified the folder no longer contains the entry.
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## Other mailboxes — swept, clean
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| Mailbox | Contact folders | Contacts scanned | Stale Emma/Carla entries |
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|---|---|---|---|
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| Carrie Rednour | 10 | 237 | 1 found -> deleted |
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| Nick Pafford | 9 | 0 (empty) | none |
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| receptionist | 10 | 34 | none |
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| Carla Skinner | 9 | 40 | none |
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Covers every real user mailbox in the tenant (the only other recipient is the system
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DiscoverySearchMailbox). The issue was isolated to Carrie's mailbox.
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## Expected result / client guidance
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- New mail from Carla now resolves to the GAL and renders as **Carla Skinner**. In cached mode
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it syncs down within a minute or two; a one-time Outlook restart forces it if needed.
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- Carrie can re-pin Carla from the GAL if she wants her back in favorites.
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## Notes
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- Underlying enabler is the retained `emma@rednourlaw.com` alias (mail to emma@ still reaches
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Carla — left in place by design). Pulling it would also stop the shadowing but breaks delivery
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to emma@; not changed.
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- If Nick or the receptionist ever report the same symptom it would be the same class of stale
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pin/contact on their side — re-run the same EWS sweep.
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## Billing
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No time entry logged on #32343 as of this report (pending Mike's call on minutes/labor type).
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