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System mails were no longer sent

Hugo Geyskens

(Sugar Sell in the cloud with Exchange as mail system)

Hi there,

First week of November the system mails stopped being sent.

So notifications for new accounts, leads, opportunities were no longer sent to the responsible sales users.

After investigation it turned out that I (as admin) had to change the mail server from %office365.com to %Outlook.com.

...although the 365 setting worked fine since our cloud go live in September last.

Nobody (Atos nor Sugar Support) could explain what happened.

I was wondering : since discovery of this issue took a few days and the investigation/solution even more days, is there a way to detect if the system mails are no longer sent so that we can respond more quickly ?

Thanks for any ideas,

Hugo

  • 0

    Hi Hugo,

    I’ve had the same issue twice (2022 and again about a month ago). My mail server is the one we use for all email.

    When it failed, there wasn‘t a notice, I just realized that I wasn’t receiving notices to check on record abnormalities in user record creation or changes.

    The “fix” was to use a different server - I used a personal email address but left the “from and reply” alone.  The “real” email address continued to work for both inbound and outbound with Outlook, AppleMail, and the web interface.

    A few days later I simply tested the original server and it work again.  There was no explanation for why it stopped working…

    I debated about setting a process that would send a daily email to me that basically said “All is well on the Western Front” but I get at least one email every day alerting me to a user caused abnormal record.

    Bud Hartley | Cape Foulwind, NZ (and Oregon, USA)