OverviewOutgoing mail in the Operational AreaWhen viewing the history of a Ticket, the Customer Outgoing Email Icon may be in one of three states:
AdministratorsFor Administrators you will be alerted to an Error via your Login Button that there are failed emails to investigate. Clicking on this will take you to the System Health Outgoing Email Tab.
The System Health Outgoing Email tab displays emails that:* Were created within the last 30 days * Have failed to send 5 times GuidanceNavigate to the Admin Area > Setup > System Health > Outgoing Email
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You can Re-queue Emails by selecting the email via the tick box and clicking the Re-queue button - please note you can select multiple emails at once:
If you do not wish to try sending the email again, you can Delete Emails by selecting the email via the tick box and clicking the Delete button - please note you can select multiple emails at once:
View Notification Details
From the 16th July 2021 there will be a View Details button. This will be available when one email is selected
Please Note: Not every failed email will have details of the error displayed
Please Note: If the Notification Date is prior to 16th July 2021 then the pop up notification box will appear blank.
Removing Failed Outgoing Email Notifications due to adding to the Deny List
The Outgoing Email list will show emails that have failed due to an email address being recorded in your Deny List area as the 'To, CC, BCC' recipient addresses will be removed from the email.
If you do not wish to receive notifications of emails that have failed because they contain a denied email address you can request that the Admin Setting 'IgnoreBlankEmailToBccandCcAddresses' be enabled.
When this admin setting is enabled any Outgoing emails with no 'To, CC, BCC' recipient address will be ignored and no failure notification will be generated.
This admin setting is not enabled by default as these notifications can be helpful as it can indicate that the denied emails require updating.
Not receiving Notifications for a Denied List Email Addresses
Some customers have identified that they do not need to be notified that an email has failed to send if the reason is because the ‘To/CC/BCC’ email address has been listed as denied and therefore automatically removed by the system:
A feature has been configured to accommodate this, which is disabled by default.
However, if this feature is enabled then the ticket history will show that the email has been sent and there will be no notification for this email in the system health area to confirm that it has failed due to being denied:
Currently, the email notification failure will be visible in the ticket history, as well as the System Health > Outgoing Email screen:
If you would like this feature enabled please contact support@vivantio.com
Reviewed: 08 March 2023