Emails between internal users do not work on Hosted or On Demand system

Document ID : KB000023276
Last Modified Date : 14/02/2018
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Description:

Emails between two internal users (usera@company.com and userb@company.com) do not work. The same email notifications work when either the sender or receiver email address is from another company (i.e. supportperson@ca.com).

This is caused by security in the users email system that rejects the email because the email address is internal but comes from an external IP address.

Solution:

Workaround:

Hosting has an email notification resolution that can be applied to the customer's system that will allow this to work.

Status/Resolution:

Hosted or On Demand Administrators must execute the following updates:

The following 2 attributes should be set:

  1. defaultSenderAddress={do-not-reply-xxxx@yyy.com}
  2. alwaysUseDefaultSenderAddress=true.

No need to change any other attributes in the "mailServer" node.

Also note, the attribute 'alwaysUseDefaultEmailFrom' is not shown in CSA, so the 'properties.xml' file must be modified manually.

<mailServer host="XXXX" username="XXX" password="XXX" fromAddress=""
sendProtocol="XXX" fetchProtocol="XXX"
defaultSenderAddress="do-not-reply-ondemand@ca.com" useAuthentication="XXX"
alwaysUseDefaultSenderAddress="true"/>

Then restart all services after the properties.xml change is made.