A contact or multiple contacts that are using a certain domain are not able to submit incidents. How can I identify the cause of this issue?
If a contact that is using a certain domain, e.g @example.com, is not able to submit incidents, the first thing that you need to do is to check if the domain is blacklisted due to bad reputation.
There are many sites on which you can lookup the domain reputation, but the most important is the Barracuda Reputation.
In order to check if a domain is blocked, check the Barracuda's Intent Block List.
If the domain is listed, the owner of the domain must contact Barracuda Central team via email and to request from them to remove the domain from the Barracuda's Intent Block List.
If the domain is not listed, you can use the standard report ID 227 "Incoming Email Filter Details". This report displays details concerning incoming email messages that were filtered.
If you are still not able to find the cause of this issue, using above options, submit a service request to Ask Technical Support and our Technical Support team will investigate the matter further.
For more information on blacklists, refer to Answer ID 9014: Blacklists and Removal Handling.