By default emails sent from Vivantio ITSM will be sent from an SMTP server on the Vivantio platform. This does mean that outgoing emails will "spoof" the from address from your system such as support@abc.com. This means that emails from your domain are being sent from an email server outside of your domain.
This can cause some email systems to class emails sent from the Vivantio Platform to be classed as SPAM.
There are various options to address this issue and you should consult the team that manages your company's email as they will be able to support you in setting up the appropriate approach.
1) Use your own Email Server to send emails from.
To do this the below screenshot will allow you to specify your own SMTP server details. This will mean emails will be sent from your own email server and avoid any issues with the from addresses being spoofed by the Vivantio servers.
Vivantio can't help you configure your own email server or Office 365 as it is not appropriate for Vivantio to make these suggestions or recommendations but for Office 365, Microsoft does have an article to help you:
(If Vivantio has been configured to send from multiple accounts e.g. changes@abc.com and support@abc.com the account specified on this SMTP page should have permission to send as all the outgoing addresses)
2) The other method is to configure your organization's SPF record and also use DKIM (if required) which are both mechanisms to authenticate and validate email and ensure that email is not treated as SPAM at the recipient's email server, especially if emails are sent to recipients outside of your company.
There are 2 aspects to this:
a. SFR Record:
The below entry would need to be added to your domain's spf record
include:_spf.vivantio.com
Vivantio cannot support you in the creation and maintenance of your own domain SPF records but there are plenty of resources freely available on the internet. For mote information on SPF, please see Wikipedia's page on SPF.
b. If DKIM is required by your organization's policies as an additional mechanism to validate email please see the following article:
support.vivantio.com/Public/a/dkim
3) If no emails are sent outside of your company, SPF and DKIM may not be required and the below can be configured to whitelist Vivantio's IP addresses so that your organizations SPAM policies do not treat email from Vivantio as SPAM.
These IP addresses can also be Allowed in your own email server to bypass any SPAM checking so internal emails aren't flagged as spam if using the Vivantio Platform to send emails from.
These IP addresses are
168.63.54.71 (mail-az-eu.vivantio.com - Azure EU)
20.85.251.224 (mail-az-us.vivantio.com - Azure US)
40.85.227.239 (mail-az-ca.vivantio.com - Azure Canada)
20.26.25.169 (mail-az-uk.vivantio.com - Azure UK)
Updated: 22 September 2023