Emails going to remote routing email address

Question

Hi

I've found a small problem in 2021.1 where approval emails for a task are being sent to the onmicrosft.com email address of the approvers not their actual email address. This is only causing us an issue because we're in the process of integrating another company and have user objects for the other company in our domain but without the routing email being set (we're very complcated!!).

The only reason I have figured this out is because we use Mimecast which shows a log of all emails

The emails are being delivered to the internal recipients, but the 'special' users without the remote routing address don't receive it. I've just tested the same in 2023 and get the same results. Is there a way to force Adaxes to use the email attribute for these, not the remote routing address?

There are some examples of emails going to the email address, such as scheduled reports and test emails, these show up in Mimecast just as the users name, no email address.

Thanks

Matt

Answer 1

Hello Matt,

There is no need to force Adaxes to always use the Email property to take delivery addresses from. It is always used and it is the only one used for approval requests. At the same time, Adaxes itself does not deliver email notifications. It only sends requests to the SMTP server you specify. We recommend you to check the settings and logs on the server. Unfortunately, we have no possibility to suggest any root cause/solution as this is not something caused by Adaxes.

Comments

No problem, I'll speak with our exchange admins, see what they can find.

Thanks as always for the fast response.

---

We believe we've found the issue, it's that the to be integrated user is a "Mail user" in exchange, not a mailbox and we supect that Adaxes is ignoring users of that type. Could this be the case? Could Adaxes be configured to send notifications to these users for approvals?

They should be able to log into Adaxes right?

---

Hello Matt,

What exactly do you mean by to be integrated user? What makes you think they are ignored by Adaxes? Do you not see them in the approvers list for requests?

---

Sorry, integreated user is my term for the person who is in the company we are integrating with. In Exchnage they show up under Contacts as a Mail User. I can add them to the approvers list, but the email still isn't sent to them the way it is send to the other approvers.

---

Hello Matt,

Thank you for the clarification. Do you see the users in the approvers list for existing requests? You can check it in the Administration console while logged in as the Adaxes service account. Do they have the Email property populated in AD?

---

They definitely have the email attribute populated. I don't see them, but then the approval is configured to use an AD group which they are a member of.

---

Hello Matt,

Are you actually able to see the accounts in Adaxes? If not, make sure they are not in the unmanaged list.

---

Yes, they are being shown in Adaxes. I've just tried tried adding the mail user directly to the approval but still it seems no emails are being sent out.

---

Hello Matt,

In this case Adaxes does send the requests for email delivery. It does not check anything except for the email property. We recommend you to check Exchange logs and the logs of your SMTP server. Most probably there is some issue with the emails delivery. Also, you can check Adaxes event log: https://www.adaxes.com/help/ServiceEventLog. However, it will only contain related records in case sending an email failed initially. Such a thing can only happen if an approver does not have an email specified or the SMTP server returned an error.

---

I have the same issue occurring. If i test the email function on the settings screen it emails properly when I pick my user to my email address. If i setup a report and have it email to myself it chooses my on.microsoft address for some reason it seems and the email doesn't get delivered to my actual email inbox.

---

Hello,

All Adaxes does is take the value of the Email property and send a request to the specified SMTP server to deliver the report to the obtained address. Adaxes itself does not deliver emails at all. We recommend you to check the behaviour with Microsoft support. They should be able to explain the whore route.