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Forwarding loop?
Question asked by Dean Hunter - 1/31/2022 at 4:08 PM
Answered
Hi all,

My 1st post here.

The company I work for requires that the owner gets ALL inbound emails (he did want all outbound also), they also want the office manager to get 'all' inbound emails.

So in every account I set up forwarding to both of them. Including between each other.
That seemed to work for a long time. But then we started having email problems, emails not arriving from suppliers.
The 'support' people at the host said it was because we have too many filters. We click 'unsubscribe', 'block' and 'spam' for all spam emails. Never did learnt he difference between 'block' and 'spam' btw. 

So reluctantly I removed all those filters.

Problem remained and again I asked support and they now claim its because the mail server "gets confused" and "gets into a loop"   forwarding between the owner and the office manager.

I do find that hard to believe, I would have assumed the forwarding would only be on 'To' field and not on mails being forwarded on from within the same server. 

I also tried forwarding all emails to the owner then forwarding all his to the office manager, problem remains.

I do hope all that makes sense.

Basically I need to know is it possible to do what I aim trying to do with out problems ?

How do I set up both owner and office manager getting all emails ?

Thank you in advance

9 Replies

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0
Emily Ward Replied
Employee Post Marked As Answer
Hi Dean,

Instead of setting up a forward on each account you may want to try using an event to BCC the owner and manager on all inbound emails. You can create the event as the system or domain admin. Here's our kb article with those instructions: Copy Mail Sent To and/or From a Mailbox. Let us know if you have any questions about this option.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Dean Hunter Replied
Hi,

Ok thats great.
I was hoping I could do that to all users from the admin account but couldnt get that to work so I went into each user account (except owner and office manager) and set it up there.
But then users can just turn it off if they want ?!?

Also I just want to check..   if I set the owners emails to to go the office manager   and  visa versa, is that going to cause the same kind of problem mentioned above ?   Will they just bounce back and forth between each other ?

Thanks in advance
0
Emily Ward Replied
Employee Post
Dean,

If you login as the system admin or domain admin and set up the event that way you don't have to do it on each user's account and the users won't be able to delete or change the event. If you have the owners and manager's emails included you would like run into the same issue, where they bounce back and forth to each other.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Dean Hunter Replied
Hi Emily

Thank for you patience and help.
Well I did set it up for each user and overnight had a few random
Reason: The recipient does not exist"
These are the owner and office manager's email accounts.

I do have admin rights and did try to set it up but ..
I have now logged in using the admin account


The instructions at "Copy Mail Sent To and/or From a Mailbox." say
6. "In the Event Status, make sure the Event is Enabled. "
 I dont see "Event Status"  anywhere
9. "On the Conditions card, click on New Condition. "
I dont see any "New Condition" to click on.

Anyhow I have proceeded without those 2 things.
As you can see it has inserted the admin email into the "To Field"
So it seems to me that this event will only apply to inbound emails with "feztravel@feztravel.com" in the "To: " field.  Do I need to do something else to get it to apply to ALL inbound emails ?


"If you have the owners and manager's emails included you would like run into the same issue, where they bounce back and forth to each other. "

OK so are you telling me it is not possible for them to receive ALL emails ?

Thanks in advance
1
Emily Ward Replied
Employee Post
Dean,

From your screenshots it looks like you are using an older version of SmarterMail, so the instructions may be a little different. That said, in your first screenshot it does show the event is enabled. It's the little box at the very bottom of everything and is only labeled "Enabled".

In the Conditions tab you for Message Received you need to use To Domain > Equals > domain.com (replace with the domain). Or you could do To Address > Contains > domain.com (replace with your domain). Your condition may look something like this: 

Then in the Actions tab, click Add Action. In the Action modal select "Add Recipient" as the Action, Maximum Frequency should be None, then put the email address you are copying to in the Recipient field. It might look like this:

Here's the link for the instructions for versions 8.x to 15.x https://portal.smartertools.com/kb/a3092/copy-mail-sent-to-or-from-a-mailbox.aspx
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Dean Hunter Replied
Hi Emily

Yes we are on an old version 15.7

Well I removed the forwarding from all our email accounts

Then set up the BCC Event as per the instructions. 

Then sent a test from my personal yahoo a/c to my feztravel address.

Whilst the test turned up in my feztravel inbox almost straight away, unfortunately, neither canank or ekrem has received it. I have received no error email bounced back.

So I tried again from a gmail a/c.......  still no joy, same result.

My only query is the recipients listed, I have "canank@feztravel.com; ekrem@feztravel.com;" (semi colons at end)

I did try it before as "canank@feztravel.com, ekrem@feztravel.com"  (just comma separator) that didnt work either.

Failed Recipient: canank@feztravel.com, ekrem@feztravel.com
Reason: The recipient does not exist

   -- The header and top 20 lines of the message follows --

Received: from feztravel.com (UnknownHost [103.145.254.84]) by maila2.newtekwebhosting.com with SMTP;
   Fri, 4 Feb 2022 15:33:45 -0700
From: mailserver <feztravel@feztravel.com>
To: feztravel@feztravel.com
Help ...

Thanks in advance
1
Emily Ward Replied
Employee Post
Dean,

I did a couple of test and when I put two email addresses in 1 action, I get the rejection email. Try adding two actions, one for each email address you want copied.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Dean Hunter Replied
Hi Emily

Well I did as you suggested, 2 events , one for each of the 2 forwardees.

Have run several tests and it all seems to be doing the job.

So thank you again for all your help. It is much appreciated.




0
Emily Ward Replied
Employee Post
Hi Dean,

I'm glad it's working well for you now! Let us know if you need anything else.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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