Mark email as read after Reading emails using Microsoft Graph

[Jay Jav]

Hi,

we are configuring the platform to use MS Graph to read emails from mailboxes, however, we have a requirement that the emails after read, should be marked as read (with mail.Readwrite permission in Azure the emails are deleted) and if we use the mail.read permission the emails remain as unread!

Is there a way to have this feature with MS Graph that if emails are retrieved by SN platform they remain in mailbox and marked as READ?

[Wind0004]

Hi Jay, 

This sounds like a Azure architecture restriction and I believe the best action would be to liaise with your azure dev/architect team or vendor to work out the following 

1. Why "if we use the mail.read permission the emails remain as unread!" , is this expected behaviour ? 

2. Is there any change that can be made on the azure aside to accommodate the above requirement

That would be my suggestion. There is not much you can do on the ServiceNow side at this point of time for this requirement.

Hope that helps.
Regards,
Wind

[DineshS]

I have seen that the ServiceNow to Graph API conversion that happens within the spoke actions isn't that great. To prove if its a ServiceNow issue, are you able to invoke the 'read' message Graph API from outside of ServiceNow and see if the behaviour is same ? If it is, then the issue is that reading message via API doesn't set the 'isRead' value on the message object. 

Couple of thoughts. One, you may want to think of moving message to a folder after reading. Secondly, you may be able to update the message as per the MS doc link. I don't think ServiceNow provides an action to update message object though. 

https://learn.microsoft.com/en-us/graph/api/message-update?view=graph-rest-1.0&tabs=http

[Bharat Daswani]

Would recommend to raise a case with Azure team as it's beyond ServiceNow's control.

[Ryan S]

We're needing to set up this same integration. Did you find any step-by-step instructions for configuring the email integration?