Microsoft 365 Alert : Service Degradation – Exchange Online – Users’ outgoing email messages on Outlook on the web may be saved in the Drafts folder instead of the Sent folder – RESOLVED

Announcements Aftab Alam

26/09/2022 08:50:00 AM (BST)

NHSmail Reference : INC31791235

Microsoft Reference : EX437337

Issue Status : RESOLVED

Issue Description : Users’ outgoing email messages on Outlook on the web may be saved in the Drafts folder instead of the Sent folder.

More info : The email messages are successfully sent but appear in the Drafts folder after sending. The impact is specific to them not showing in the Sent folder as expected. This issue is currently happening when a user creates and sends a new message while having their archive mailbox folder selected in the folder pane. Users can avoid impact by ensuring the archive mailbox folder isn’t selected when creating a new message. Previously, the scenario was also affecting messages sent from some shared mailboxes, which has been resolved through an initial fix deployment.

Scope of impact : This issue may impact any of your users sending email messages through Outlook on the web.

Final Update : 16/11/2022 12:20:00 PM – After a period of monitoring service health, we’ve confirmed via telemetry that this issue is resolved.

Root cause : A recent update to Outlook on the web service components contains a code conflict, which, alongside an issue that occurs when users create a new email message while having their archive mailbox folder selected in the folder pane, is causing messages to be sent as expected but not moved out of the Drafts folder.

Next steps : Microsoft is reviewing their validation and update procedures to detect and prevent issues like this prior to deployment in the future.