Issues sending emails from a call?

[lee mcdermott]

Hi,

 

We have reports this morning that analysts cannot send emails from a call? 

Sending from the mailbox seems to be ok.

Could this be related to updates applied last night?

 

Anyone else having problems?

 

 

Also the email - direct outbound (in admin settings) doesn't seem to have changed or update since yesterday?

thanks

lee

[Guest Paul Alexander]

Us too......

[nasimg]

Same here

[Guest Paul Alexander]

It's been reported to Hornbill Support

[Alberto M]

Same here!

[Keith Stevenson]

All,
Thanks for the posts. We are aware of an issue with sending email this morning following the update. We are investigating and will post an update in the next 15 minutes 

Kind Regards

[Keith Stevenson]

All,

The issue is caused by stricter rights checking against the given mailbox from which the email is being sent. Whilst we are working to create a patch you should be able to workaround the issue by adding the right [mangeMailbox] against the mailbox that is used to send email for the Analysts having the issue. 

Kind Regards

Keith Stevenson. 

[Jeremy]

same with us, where do we add this right @Keith Stevenson

[Guest Paul Alexander]

We have 25 mailboxes and 183 analysts - before I start doing this, is there a time frame for when the patch might be available please?!

 

[Dawn Bluck]

We too have noticed this this morning 

[Tracey Edwards]

Same here.  

[Keith Stevenson]

All,
We have a patch and are rolling this out. It will take about 30 minutes to get to all. This is probably quicker than changing the right manually. Will post an update in 15 minutes. 

Kind Regards

[Alberto M]

@Keith Stevenson, I've already applied the right and emails are going through now. Please let me know when the patch is applied, so I can rever the role change back.

[Nikolaj]

hello All,

same here

regards

Nikolaj

[lee mcdermott]

i think it is this if people are wanting to manually amend

 

[Keith Stevenson]

All,
The patch has now been deployed to all instances (New process is much faster.) .  You should no longer see any error. We will post a full RCA later. Can you all confirm that this is now resolved. 

Kind Regards

Keith Stevenson

[Tracey Edwards]

Looks good - users sending again.  Thanks for fast response.

[AlexOnTheHill]

Our users are now able to send emails, thank you.

[nasimg]

Not for us - do we need to do anything (refresh/ restart browser)?

Both tried - analyst still reporting mail error

[Rupert]

all working here now 

[Guest Paul Alexander]

Al good here too - thanks for the prompt response!

[Keith Stevenson]

@nasimgSorry to hear that. Can you try a app cache reload in the admin tool for Service Manager app whilst we investigate. 

kind Regards

Keith Stevenson

[nasimg]

@Keith Stevenson sorry I haven't done that before - can you send me some instructions (checked the wiki and can't find anything).

Note I've applied your workaround (manage mailbox permission) which has got us working....but obviously need to remove it at some point.

 

[Keith Stevenson]

@nasimg
in the admin tool goto Home-App-Store Service manager and click the refresh icon

@NikolajYou may need to do this as well as you have IP restrictions which prevent us from performing this via API

Kind Regards

[sprasad]

@Keith Stevenson - I have done this on our instance.  Users have done a CTRL + F5 but still reporting the same issue.