Microsoft is currently resolving an incident that prevents some users from accessing Exchange Online mailboxes, Copilot, and Microsoft Teams through multiple connection methods. 

The Pega Platform™ is not affected by this outage. However, if you have integrated any of these Microsoft services with your Pega Platform, you may also experience issues. 

Expected Recovery

Once Microsoft fully restores service, unread inbound emails should recover automatically. Listeners will process unread inbox emails sequentially, so please expect a catch-up delay and possible Microsoft Graph throttling.

Recommended Actions After Service Is Restored

Check Email Listeners:

In Admin Studio > Resources > Listeners, verify that all Email Listeners are active. Test connectivity and restart any that have stopped. 

Review mid-flight inbound errors (Log-Service-Email):

Filter Log-Service-Email by pyProcessingStatus = error within the outage window. Reset pyProcessingStatus to initial only for messages that failed before case creation, to avoid duplicate cases. 

Reprocess outbound emails (broken queue):  

In Admin Studio > Resources > Queue Processors / Broken Processes, filter for broken items (pySendEmail / SendCorr) and select Requeue / Reprocess. 

Verify SharePoint attachments:

Check logs for CMIS and Microsoft Graph errors during the outage window, re-upload any missing files, and requeue failed SharePoint queue processor items. 

Restore custom MFA / OTP settings:

Once email delivery is fully stable, set any temporary DSS OTP toggles back to true. 

If you continue to experience issues, please raise a ticket with Global Client Support in My Support Portal and we will be glad to assist further.