Previously, when an operator set a ticket to Waiting for user while the caller was absent, the status would immediately change back to Updated by user. This happened because the automatic reply email was imported, and TOPdesk interpreted it as a response. We imported emails automatically to determine whether a reporter was available.
As of today, this issue has been resolved with a new action sequence 
. When an agent sets a ticket to Waiting for user, the system automatically checks via the Microsoft Graph API whether the caller has set an automatic reply.
If so, an invisible action is added containing the absence period (start and end date, if specified) and the actual absence message.
As a result, the status remains Waiting for user and the operator no longer receives unnecessary incorrect emails.
Important to note
Make sure automatic reply emails are immediately moved to a separate folder that is not read by the mail import.
Question for you:
How do you handle these situations in your organization? Do you have similar solutions or tips?
For an explanation of the required permissions and variables, click “Show content”.
GraphAPI-rechten (How to register an app in Microsoft Entra ID - Microsoft identity platform | Microsoft Learn)
| Recht | Type | Doel |
| MailboxSettings.Read | Application | Required to retrieve the automatic reply settings of a mailbox. |
TOPdesk rechten
| Recht | Doel |
| Persons.Read | To retrieve the person’s tasLoginName, allowing access to mailbox settings via the Graph API. |
| Incidents.Write | Required to add an action on the incident (e.g., inserting the internal absence notification). |
Variables
| Variable | Waarde |
| AADTenantID | This is the unique identifier (Tenant ID) of the Entra ID environment where the application is registered. |
| AADClientApplicationID | This is the unique identifier (Client ID) of the registered application in Entra ID. |
| AADClientSecret | This is the secret password (Client Secret) associated with the registered application in Entra ID. |
| GraphUrl | graph.microsoft.com/beta |
