Thanks @peopleinside I'll be waiting for @vipin or @Sanjeev and trying to solve by myself in the meantime

@vipin @peopleinside Magically and suddenly, just like when it stopped working, it started receiving emails again last night. Maybe Azure had changed something.
Thanks a lot for your help.

Thanks @peopleinside I'll be waiting for @vipin or @Sanjeev and trying to solve by myself in the meantime

Hi @peopleinside The security teams show me logs from azure AD where we can see corrects logins so i try to find something about php version or something else but nothing seems to have change. I found a way to get more info about the error, passing params "-vvv" and "-env dev" to refesh_mailbox command. These are the results.

with -vvv param

$ ./refresh_mailbox_uvdesk.sh

 1. Processing uvdesk mailbox configuration.

 2. Opening imap stream...
13:56:14 WARNING   [php] Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX
[
  "exception" => ErrorException {
    #message: "Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX"
    #code: 0
    #file: "./vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php"
    #line: 88
    #severity: E_WARNING
    trace: {
      ./vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:88 { …}
      ./vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:82 { …}
      ./vendor/symfony/console/Command/Command.php:255 { …}
      ./vendor/symfony/console/Application.php:952 { …}
      ./vendor/symfony/framework-bundle/Console/Application.php:87 { …}
      ./vendor/symfony/console/Application.php:273 { …}
      ./vendor/symfony/framework-bundle/Console/Application.php:73 { …}
      ./vendor/symfony/console/Application.php:149 { …}
      ./bin/console:42 {
        › $application = new Application($kernel);
        › $application->run($input);
        ›
      }
    }
  }
]

 3. IMAP stream opened.

with -env dev param

$ ./refresh_mailbox_uvdesk.sh

 1. Processing uvdesk mailbox configuration.

 2. Opening imap stream...

In RefreshMailboxCommand.php line 88:

  [ErrorException]
  Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX


Exception trace:
  at /var/www/uvdesk/helpdesk-project/vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:88
 Webkul\UVDesk\MailboxBundle\Console\RefreshMailboxCommand->refreshMailbox() at /var/www/uvdesk/helpdesk-project/vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:82
 Webkul\UVDesk\MailboxBundle\Console\RefreshMailboxCommand->execute() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Command/Command.php:255
 Symfony\Component\Console\Command\Command->run() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Application.php:952
 Symfony\Component\Console\Application->doRunCommand() at /var/www/uvdesk/helpdesk-project/vendor/symfony/framework-bundle/Console/Application.php:87
 Symfony\Bundle\FrameworkBundle\Console\Application->doRunCommand() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Application.php:273
 Symfony\Component\Console\Application->doRun() at /var/www/uvdesk/helpdesk-project/vendor/symfony/framework-bundle/Console/Application.php:73
 Symfony\Bundle\FrameworkBundle\Console\Application->doRun() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Application.php:149
 Symfony\Component\Console\Application->run() at /var/www/uvdesk/helpdesk-project/bin/console:42

uvdesk:refresh-mailbox [-t|--timestamp TIMESTAMP] [-h|--help] [-q|--quiet] [-v|vv|vvv|--verbose] [-V|--version] [--ansi] [--no-ansi] [-n|--no-interaction] [-e|--env ENV] [--no-debug] [--] <command> [<emails>...]

PHP Fatal error:  Uncaught ErrorException: Notice: Unknown: Retrying PLAIN authentication after AUTHENTICATE failed. (errflg=1) in Unknown:0
Stack trace:
#0 [internal function]: Symfony\Component\Debug\ErrorHandler->handleError()
#1 {main}
  thrown in Unknown on line 0

maybe can help us this info.

Thanks again

@peopleinside hi and thanks for your answer.
We made all this steps, I think its somethink related to microsoft account beacause we didn´t do any change in uvdesk, but the error description is poor and can´t get information about the possible reason. Maybe something about tls version but this changes were made some month ago and didn´t affect our uvdesk. I hope some developer can help us with some tips.
Thanks again.

Hi, thanks for your time:
We use uvdesk community. It suddenly stopped fetch mails and when we run manually the script return this messages

1. Processing uvdesk mailbox configuration.

2. Opening imap stream...
21:15:51 WARNING   [php] Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX ["exception" => ErrorException { …}]

3. IMAP stream opened.

No more steps are executed and finsh in step 3.

• Credentials are ok
• Network connectios are ok
• Clear cache done.
• Nothing in the prod logs
• We also change the connection params with {outlook.office365.com:993/imap/ssl/novalidate-cert} without success.
• UVdesk | V -1.0.13
• We dont find more tips to try.

Are there some logs where we can view in detail this exception? ["exception" => ErrorException { …}]

Thanks and sorry about my english!

@Sanjeev @peopleinside Thanks!! this replacement solve the issue...

Oky @peopleinside i made a small .gif video about 1mb but i cant upload here because of this error anyway the issue is very simple to reproduce. Tickets assigned to agents that has "Administrator" role are not listed in "my tickets" view like show @Alessandro-Gabba in the first post "26 mar 2021". Tickets asigned to agents with "Agent" role are listed correctly. Thanks a lot!

Thanks @peopleinside and @Sanjeev. I made lots of tests and y could reproduce the issue in the demo. I made a new agent with administrator role, asign some tickets, login with de new agent acount and in "my tickets" section can see that there are tickets but are no listed and it show "no record found"
Note: there is not problem with "agent" role. Only "Administrator"

Thanks @Sanjeev @peopleinside for your answer. We installed the lastest version yesterday. To Try descart db issues i made a clean instalation to reproduce and y get the same issue.

Hi @Sanjeev We have the same issue, but we note that this is only for Administrator profiles. Users who are administrators, get empty result in "my tickets" view, users with agen role are ok. Are there any workarround?
Note: Our TicketRepository.php is in the latest version.
Thanks!