How to remove the Onbehalf From the custom FromEmail

nizara0001 over 5 years ago

Hi All

How to remove the On behalf From the custom FromEmail. When we are using the Custom From Email the server address is appending upfront as onbehalf .How to remove this .

Regards

Nizar

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Mike Schmitt over 5 years ago in reply to jeromew +1

We had to have Appian support set our system-internal email addresses to match the domain of the servers. I suggest you open a support case and describe your use case.

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+1 Robert Shankin
Appian Employee
over 5 years ago

This is not addressed at the Appian product level.
Have a look at this google article which provides some detail describing why this is done, and what options you have to address it.

support.google.com/.../1311182
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0 Mike Schmitt over 5 years ago in reply to Robert Shankin

I believe this actually might be an issue on the Appian side, as I've just discovered in my production instance. In the emails we're sending using the new Custom Sender functionality, I checked the headers and discovered that the authentication marks "SoftFail" and that the apparent "sender" doesn't match the "from" address and doesn't seem to match anything else in our environment.

Compare this to the old way we had it configured, which used a custom configured custom sender, and sent an email without any Soft Fail messages and a non-mismatching sender. Our customer organization is now complaining that a particular customer organization of theirs hasn't been receiving any in-system emails lately and I'm wondering if this could be the reason.
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+1 jurajb over 5 years ago in reply to Mike Schmitt

Hi,

we are facing the same issue, but for now there is no severe impact on business.
However, "on behalf" notation is only displaying in our company Outlook. When we re-send the same mail to other domain e.g. @gmail.com there is no "on behalf" notation and From email address is displayed correctly.

Where is the problem then? Should we look into our internal mail server configuration ?

Thank you
Juraj
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0 nizara0001 over 5 years ago in reply to jurajb

Hi Jurajb
From us its impacting the business because in once place (Gmail) onbehalf is not coming when we are sending the same mail to internal mail box we are getting the onbehalf . Users are facing difficulty on identifying the mails.

Regards
Nizar
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0 jurajb over 5 years ago in reply to nizara0001

I looked into our ACC environment and now I am 100% sure this issue is caused by Custom Sender Email Configuration, because it firstly occurred right after our upgrade to 18.4 when we had to change old Custom Sender Email configuration done via XML file.

Now the question is whether it can be fixed adding extra configuration on a mail server or it has to be fixed on Appian side.
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0 jurajb over 5 years ago in reply to nizara0001

I looked into our ACC environment and now I am 100% sure this issue is caused by Custom Sender Email Configuration, because it firstly occurred right after our upgrade to 18.4 when we had to change old Custom Sender Email configuration done via XML file.

Now the question is whether it can be fixed adding extra configuration on a mail server or it has to be fixed on Appian side.
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0 Mike Schmitt over 5 years ago in reply to jurajb

Can you check the headers of the emails sent via the old functionality versus the new functionality and see if you find validation failures like I noted above? It would be helpful to know whether other Appian installations are experiencing the particular issues i'm encountering or not.
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0 jurajb over 5 years ago in reply to Mike Schmitt

I did not observe an issue with the authentication as you did. For both, new and old configuration the result was pass.
However, I am observing second issue you mentioned. In the new configuration "sender" doesn't match the "from" address.
So I believe that will be the main root cause of this behavior.
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0 jeromew over 5 years ago in reply to Mike Schmitt

Hi Mike,

I'm running into the same issue (on hehalf of). Do you know if there has been a resolution for this?

This is the rule breakdown from the email header. I don't know if this is the same issue you faced.

Rule breakdown below
pts rule name description
---- ---------------------- --------------------------------------------------
0.00 MIME_HTML_ONLY BODY: Message only has text/html MIME parts
0.00 HTML_MESSAGE BODY: HTML included in message
0.01 BSF_SC0_SA_TO_FROM_DOMAIN_MATCH Sender Domain Matches Recipient
Domain

Any insight would be very helpful. Thanks.
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0 Mike Schmitt over 5 years ago in reply to jeromew

We had to have Appian support set our system-internal email addresses to match the domain of the servers. I suggest you open a support case and describe your use case.
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0 Ankur V over 5 years ago in reply to Mike Schmitt

@ Mike Schmitt

Does your exchange have DKIM?
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0 Mike Schmitt over 5 years ago in reply to Ankur V

I'm not sure what you mean?
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