GSM Posted March 2, 2021 Posted March 2, 2021 All, Has anyone successfully managed to get "Direct Outbound" working when dealing with a smarthost such as Mimecast. Mimecast require you to add a list of IP addresses that are authorised for Outbound e-mail, they won't add Hornbill's IP addresses as they are "shared". So does that mean anyone using services such as Mimecast doesn't have any choice but to use the smart host setting? The reason for asking we are trying to get the notification to owner when ticket is responded to via e-mail working which only works if direct outbound is setup. I am confused why this needs direct outbound and cannot work with a smarthost? Please see screenshot attached for what happens when we try and use Direct Outbound via Mimecast
Guest Mary Posted March 2, 2021 Posted March 2, 2021 Hi @GSM 26 minutes ago, GSM said: The reason for asking we are trying to get the notification to owner when ticket is responded to via e-mail working which only works if direct outbound is setup. I am confused why this needs direct outbound and cannot work with a smarthost? The above statements are not quite right. There are two possible outbound mail routes ; Direct Outbound and SMTP SmartHost. Either of these can be configured as detailed on https://wiki.hornbill.com/index.php?title=Outbound_Mail_Routing
GSM Posted March 2, 2021 Author Posted March 2, 2021 Hi Mary, It does not work with a smarthost. I looked on your forums and found various articles that suggest that Direct Outbound is needed when enabling this feature guest.app.requests.notification.notificationType.emailUpdate Email Notifications for Teams not working - Service Manager - Hornbill Community Forums Responce from Victor: @Harry the "live.hornbill.com" mail routing in your instances is not configured to use direct outbound. Can you please change the routing mode to "Use Direct Outbound" for the "live.hornbill.com" domain? Let me know if the notification issue still persists afterwards... Notification when Email is Received - Service Manager - Hornbill Community Forums @Michael Sharp besides the application setting you also need this outbound routing rule:Make sure is configured as per screenshot (i.e. mode = Use Direct Outbound)
GSM Posted March 2, 2021 Author Posted March 2, 2021 Do i need to setup another outbound route for live.hornbill.com specifically for these notification to work?
Guest Mary Posted March 2, 2021 Posted March 2, 2021 @GSM 38 minutes ago, GSM said: It does not work with a smarthost. I looked on your forums and found various articles that suggest that Direct Outbound is needed when enabling this feature Could you confirm that the email domain you have configured on your instance is 'live.hornbill.com' ? The above forum posts are applicable if the domain is live.hornbill.com which needs to have the Outbound Routing Mode configured as Direct Outbound. Below is a screenshot from my instance which is configured using SmartHost (configured against my domain).
GSM Posted March 2, 2021 Author Posted March 2, 2021 That's worked, fantastic. Thank you very much, Mary.
Michael Sharp Posted March 2, 2021 Posted March 2, 2021 @GSM we use direct outbound routing with Mimecast. We have added Hornbill into our SPF records and allowed the mailbox to be exempt from impersonation protection/spoof rules when sending to our internal users. Regards, Mike.
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