Email Logs

I changed the password for all of our email monitor accounts and refreshed the Microsoft OAuth 2.0 tokens.  I thought I also updated the outbound SMTP accoutn password, but certain ticket notifications are coming from notify@teamdynamixapp.com now.

Do you have any logs to see what account is not authenticating properly?

Asked by Scott Cory on Thu 4/18/24 1:40 PM
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Answers (6)

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Scott Cory Thu 4/18/24 5:01 PM

Hi Mark,

This is working now.  I must have pasted in something else that was on my clipboard as the password on Monday. 🤷‍♂️

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Scott Cory Thu 4/18/24 2:54 PM

Incident #25316032 submitted.

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Scott Cory Thu 4/18/24 2:13 PM Last edited Thu 4/18/24 2:13 PM

With timestamps

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It'll be easier I think at this point to work through this in a support ticket formally. Can you submit that to us then we can escalate if we need to? - Mark Sayers Thu 4/18/24 2:28 PM
Scott Cory Thu 4/18/24 2:11 PM Last edited Thu 4/18/24 2:13 PM

When I send a test mail it arrives from the correct account, but the ticket notifications do not.  See attached.

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Scott Cory Thu 4/18/24 2:00 PM

I thought that I updated the password on the Organization SMTP account on Monday, but maybe it failed to save.  I just set it again so we'll see if that fixes it.

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Sure, let me know how that goes. - Mark Sayers Thu 4/18/24 2:02 PM
Mark Sayers Thu 4/18/24 1:48 PM

Hello Scott,

Is it only some notifications or all of them?

If it is only some, and at intermittent timing, it could just be from you reaching the rate limits of daily send limits for Microsoft for a single SMTP user.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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It appears to be ticket notifications when tickets are created and updated. - Scott Cory Thu 4/18/24 1:50 PM
If they are only for tickets from a specific app, did you check that the application is configured to use your custom outbound mail settings and not use the default mail sender (ie our built in mail sender)? - Mark Sayers Thu 4/18/24 1:52 PM
We have it set to "Use the email sender settings configured at the organizational level " - Scott Cory Thu 4/18/24 1:57 PM
When did this start happening? - Mark Sayers Thu 4/18/24 1:59 PM