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Scheduled reports and forwarded incidents are getting blocked
Answer ID 2245   |   Last Review Date 03/18/2019

How can I correct the error: "Your message did not reach some or all of the intended recipients" that I get from scheduled reports?

Environment:

Analytics, Notifications, Administration Emails

Resolution:

If a scheduled report subscription cannot be delivered, the staff member who owns the report (i.e. the email address governed by the RPT_FROM_ADDR or IFWD_UI_FROM_ADDR settings) will receive an email similar to the content below:

Your message did not reach some or all of the intended recipients.

Subject: Name of Scheduled Report
Sent: 12/13/2015 6:10 AM


The following recipient(s) could not be reached:

Lastname, Firstname on 12/9/2015 6:09 AM
The e-mail account does not exist at the organization this message was sent to. Check the e-mail address, or contact the recipient directly to find out the correct address.

<mailnj01.rightnowtech.com #5.1.1 SMTP; 550 <emailaddress@organization.com>: Sender address rejected: Blocked>


To provide a more in-depth look:
If a scheduled report subscription cannot be delivered, the recipient server usually sends back a non deliverable return email. This non deliverable return email will be received on the email address governed by the RPT_FROM_ADDR or IFWD_UI_FROM_ADDR. If the email gets sent from the default mailbox, the non deliverable return email will be sent to the default mailbox and if the email is sent from the email address of the account, the non deliverable return email will be sent to the account's email address. The non deliverable return email would like similar to the examples provided above.


Similarly, when forwarding an incident from the administration pages or emailing an answer from the end-user pages, you may receive a similar message indicating that the message "did not reach some or all of the intended recipients".

You may get this message if the email address is invalid or if spoofed email is being filtered from delivery.

 

Invalid Email Addresses

If the scheduled report, forwarded incident or emailed answer is sent to an email address that is no longer valid, you will receive this message. Check the email address(es) in the message to verify that the address still exists and is correct.

You may need to modify the email address of a staff account if you are sending a report or forwarding an incident to the staff account (as opposed to entering the email address). If the email address is in a scheduled report and is incorrect or no longer valid, edit the subscription to remove or edit the email address from the list of recipients in the Send To box.

 

Filters on Spoofed Email

If the email address(es) listed in the message is valid and correct, then this message was most likely blocked as a result of SPAM software that has determined that the From address of the email has a different domain that the actual domain from where the email was actually sent (which is called spoofing). That is, the software recognizes that the email was not actually sent from your specific email address.

You can configure your application to spoof the email address when sending scheduled reports and when forwarding incidents.

For scheduled reports, the RPT_FROM_ADDR configuration setting specifies the email address used when a report is emailed as a subscription or when using the Send To feature. If this setting is set to 1, the From address is the default mailbox for the interface. A value of 2 indicates that the email address of the staff member who owns the scheduled report or sends the report is used.

As a result, if the RPT_FROM_ADDR setting is set to use the staff member's email address as the From address, SPAM software might reject the scheduled report email if the email domains of the staff member does not match. In this case, changing the RPT_FROM_ADDR setting to use the default mailbox address should resolve this issue and allow the report email to be delivered successfully. 


Similarly, the IFWD_UI_FROM_ADDR  setting specifies the From address when forwarding an incident from the administration pages. If this setting is set to 3, which uses the staff member's email address, SPAM software might detect that the email domain for the staff member does not match the true email domain from which the email is sent.

As a result, the email might get blocked. Again, changing the value of the configuration setting to another value will allow the email to be sent. Please note, if your mailbox is enabled for incoming messages any responses from the forward recipient sent to a mailbox address will create an incident.


Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.

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