Why does the mail forwarding issue occurs as described below?
Question asked by Kunal Mayekar - 12/2/2019 at 5:56 AM
Answered
Sender email id: xxx@xyz.com

Recipeint email id's are two of same domain in smartermail: 1. aaa@abc.com    2. bbb@abc.com

The email id aaa@abc.com and bbb@abc.com are forwarded to ccc@abc.com

When sender sends an email to aaa@abc.com and bbb@abc.com, then both mails are to be forwarded to ccc@abc.com.

But the issue is that only one mail is forwarded to ccc@abc.com, may be from aaa@abc.com or bbb@abc.com.

Instead both mail which are to be forwarded, only one mail is forwarded. The other mail goes missing, even if we check in the log details for the other email, we are unable to trace it.

Solution is needed to this issue. Please reply asap.


9 Replies

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1
Emily Ward Replied
Employee Post
Hi Kunal,

I want to get a bit more information from you so I have a few questions.

What version or build of SmarterMail are you running? 
If you forward multiple emails (one at a time) from the same account, are all of them received?  i.e. you forward 5 different messages from aaa@abc.com, one at a time.  
Are the forwarded emails that are NOT received always from the same email address?  
Are the emails being forwarded due to a content filter rule?  If so are you using multiple conditions in one content filter?  Or do you have a content filter created for each of the email addresses (i.e. one filter for aaa@abc.com to forward and another for bbb@abc.com to forward)?
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kunal Mayekar Replied

The scenario in the above image is explained below again:
Sender email id: xxx@xyz.com

Recipeint email id's are two of same domain in smartermail: 1. aaa@abc.com 2. bbb@abc.com

The email id aaa@abc.com and bbb@abc.com are forwarded to ccc@abc.com

When sender sends an email to aaa@abc.com and bbb@abc.com in a single mail at a time without keeping another email id in cc or bcc, then both mails are to be forwarded to ccc@abc.com.

But the issue is that only one mail is forwarded to ccc@abc.com, may be from aaa@abc.com or bbb@abc.com.

Instead both mail which are to be forwarded, only one mail is forwarded. The other mail goes missing, even if we check in the log details for the other email, we are unable to trace it.

Solution is needed to this issue. Please reply asap.
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Answers to your question:
1. Smartermail Version is 14.7 Enterprise
2. Only one forwarding is done on aaa and bbb both to ccc and sometimes mails are received to ccc and sometimes not received.
3. Yes, the forwarded emails that are NOT received always are from the same email address.
4. No content filtering is applied to domain abc.com or any of the email id of domain abc.com

0
Emily Ward Replied
Employee Post
Kunal,

Thank you for the graphic, that does help clarify things. I have another question about the settings.  Are the users each forwarding the message to ccc, when both their email addresses are in the To field?  Or, do they have forwarding configured on their account in Settings > My Settings > Account Settings > Forwarding?
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Emily Ward Replied
Employee Post
Kunal,

I did some testing.  If I have automatic Forwarding configured in each users' account settings then SmarterMail will only forward one message if both user's email addresses are in the To field.  In fact, I get the same result if one user's email address is in the To field and the other in the CC field.  It looks like SmarterMail sees that the message already exists and only forwards one so there are no duplicate emails forwarded.  I only got this result with the automatic forwarding configured.  When I manually forwarded the emails both were received by the user I forwarded to. 

Keep in mind I did all my testing on the latest build but it looks like it works the same way in 14.x.  So, it looks like this is working as expected.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kunal Mayekar Replied
So let me know if there is any resolution to this issue.

Because we as an email hosting organization, also use imail software and also zimbra for mailings, and for the above scenario as described in the image in imail and zimbra 2 mails are received and in smartermail only 1 mail is received, so can there be any resolution for this issue as our client needs the resolution on the same.

This disadvantage may hamper our production.

Also the answer to your previous two questions is yes as well as the forwarding is set as you've described in your second question.
0
Emily Ward Replied
Employee Post
Kunal,

When you use the Forwarding setting in SmarterMail so messages are automatically forwarded it is only going to forward one email.  A workaround would be to manually forward the messages.  Is there a specific reason the user needs two copies of the same email?  If I can get a better idea of what specifically the customer needs or is trying to do then I may be able able to find another workaround.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kunal Mayekar Replied
The customer actually wants both the email to be forwarded, i.e. he wants both the forwarded copies when the 'TO' address contains 2 email id's which have the forwarding to same email id. If there's any other way to achieve this scenario then please let me know how to achieve it.

If such a feature is not available the will there be any provision to make this feature available for the customers because customer needs satisfaction to his doubts and queries and we as an organizational support team should resolve their queries.
0
Emily Ward Replied
Employee Post Marked As Answer
If the customer is concerned with getting copies of all the emails he can create an event to be blind copied on all received messages.  He can even be copied on all sent messages if he needs copies of those as well.  This kb article gives instructions for configuring this: Copy Mail Sent To or From a Mailbox.  This will eliminate the need to have the messages forwarded.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kunal Mayekar Replied
Thank you very much for your help. Hope this will clear the doubts of our client. 

Thanks once again.

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