Decisiv uses AWS, the most trusted and most used cloud hosting provider in the world. This allows for the highest delivery and deliverability rates of your Decisiv notifications. Amazon SES actively monitors and engages with major email providers and blacklist providers like Spamhaus to ensure you receive your emails. Because emails are generated and sent through Amazon SES it is important to work with an email provider who utilizes modern spam prevention techniques. Most notification problems found are because your email provider has mistakenly blocked a Decisiv notification. Before you begin using the Decisiv SRM application, you need to whitelist the application on your email server to prevent our notification emails from being blocked or filtered into your Spam folder.
Please reach out to your IT department and your email provider to resolve all non deliverability issues due to blocks or spam filters. Once your email provider has whitelisted and removed all blocks, please reach out to support for testing and verification.
If you're not using a cloud-based spam filter, we recommend whitelisting our IP address ranges in your email server. If you are using a cloud-based spam filter, you need to whitelist by email header in your email server and whitelist by IP address ranges in your spam filter.
NOTE: If you find that you are unable to whitelist IP address ranges, you can whitelist our mail server domains instead.
Take into consideration the various products or services you may be using in your mail or web environment to prevent issues with deliverability. Our support team is available for assistance.
See below: Common Spam Filter Applications
For more help on whitelisting Decisiv, contact your dealer’s IT group.
IP Address Ranges and Domain Information
If your mail server requires you to whitelist our IP address ranges or domains, use the following table to know which ranges and domains to add to your whitelist.
Decisiv IP Address Ranges for whitelisting
Decisiv Domains for whitelisting
Email Header Information
If your mail server requires you to whitelist our email header (i.e., you are using a cloud-based spam filter), use the following email header in your whitelist:
Running Notification Tests
Notification tests should be done after you whitelist Decisiv and before any onsite training to confirm Decisiv notification emails are getting through any spam/firewall protection.
We recommend you run at least one notification test related to Notes and one test related to Workflow to two administrative users who can confirm they receive the notification.
To run a notification test, open a test case in your dealer location and send a note to the expecting admin users. Then reassign the case to one of the admin users and select the other to notify of the reassignment. If both admin users receive both notifications, it confirms emails are getting through and received inside your dealer group.
NOTE: As soon as you are done with your notifications test, delete the emails and close the case so it does not interfere with your current case list.
Reaching out to your ISP
If you're still experiencing issues with your emails,we recommend working directly with your service provider to properly whitelist Decisiv due to the many variations of mail filtering services and providers in use.
Below is an email template you may send to your service provider's support team as a request for whitelisting assistance, so they understand the services Decisiv offers:
Our organization uses Decisiv SRM. We would like to whitelist all Decisiv notification emails to ensure they successfully reach the inbox of our employees. Please provide us with the appropriate whitelisting assistance to achieve this.
Common Spam Filter Applications
Below are some help articles on how to whitelist us in some of the most common spam filter software.
- Cisco Ironport
- Forcepoint (Websense)
- Forefront Protection for Exchange
- Fortinet FortiGate
- Lotus Domino
- McAfee/MX Logic