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apoling
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Troubleshooting why a mail policy has not triggered

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Hello,

to test a given scenario we defined a new mail policy that should trigger when a mail recipient is a given user (policy has one criterion only: "Recipient email address is X@domain.com"). We sent several test mails to this recipient only. We checked the Reposts on the appliance that received the test mail.

Yet, it seems that this policy does not trigger; instead, the policy, that this test policy is based on triggers instead. It is shown in Reporting\Detail view, when filtered on this test user only as recipient. The base policy has one policy criterion only: all incoming mails should activate it.

The test policy is the topmost one and the policy that triggers is some 5 policies below it.

Is there a means other than test mails to troubleshoot why a given policy triggers and why not the other (when potentially the "other" should have triggered) ? Maybe the appliance logs why a policy triggered over the other?

Attila

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Re: Troubleshooting why a mail policy has not triggered

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Hi Attila,

Thanks for uploading the screenshots. I have tested this here and it seems to work fine as expected.

It hits the "PUP teszt" policy everytime in my test instead of the policy "Inbound email".

I would suggest that you open up a support ticket, so that it can be investigated in details. A packet capture n the EWS while reproducing the issue, and a MER will be required to investigate this further.

Regards,

Sudipto

6 Replies

Re: Troubleshooting why a mail policy has not triggered

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Hi,

I am assuming this is how your policy is defined - "Recipient email address is X@domain.com".

Can you try "Recipient email address is x@domain.com" ? If this works can you tell me which patch are you on?

Regards,

Sudipto

apoling
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Message 3 of 7

Re: Troubleshooting why a mail policy has not triggered

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Hello,

thanks for the reply.

The recipient email address is a full - complete - email address (its actually mine that you see here in my profile) and not  in the form of general address. Its all in lower caps. The appliance is EWS 5.1 Patch 5.

Attila

Re: Troubleshooting why a mail policy has not triggered

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Will it be possible to attach a screenshot showing the criteria?

Thanks,

Sudipto

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Re: Troubleshooting why a mail policy has not triggered

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Here you are:

Attila

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Message 6 of 7

Re: Troubleshooting why a mail policy has not triggered

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..and here are the order of the problem policy and the criterion of the policy it is based on.

Attila

Re: Troubleshooting why a mail policy has not triggered

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Hi Attila,

Thanks for uploading the screenshots. I have tested this here and it seems to work fine as expected.

It hits the "PUP teszt" policy everytime in my test instead of the policy "Inbound email".

I would suggest that you open up a support ticket, so that it can be investigated in details. A packet capture n the EWS while reproducing the issue, and a MER will be required to investigate this further.

Regards,

Sudipto