Recently, Decisiv introduced a new feature that further improves security for users who respond to case email notifications directly from their email inbox. As part of the security of this feature, some types of email responses may be rejected, resulting in “bounce-back” emails (system generated email responses) coming back from the Case platform. Through our monitoring, we’ve determined these bounce-backs are rare, and wanted to provide some explanation in the event users happen to encounter them.
We have identified the following potential circumstances where a reply will or could be rejected and a bounce-back email generated.
Case is Closed or Inactive for Over 60 Days
Replies to email notifications from cases that have been closed, or from cases that have been inactive for over 60 days will be rejected.
Out of Office reply
Out of Office replies could be rejected.
If you attempt to reply to an email notification that was forwarded to you by another party, your reply may be rejected. Likewise, if you forward an email notification to another party and they attempt to reply, their reply may be rejected.
Stripped or Modified Headers
If your email system makes changes to the email header information, this could compromise the security of the reply, which may then be rejected.
How to Resolve Email Issues
There are two different types of email issues that have been observed and they are related to different causes. Please review the following for the types of issues you have encountered and follow the steps to resolve them.
If you receive a bounce-back email stating that a problem has occurred, log into the platform to verify that your email was received as expected. If not, you can reply directly in the platform using the Notes feature. If you do not understand why you received a bounce back message (e.g., it wasn’t due to one of the causes noted above), contact Support for assistance.
If you are not receiving emails/notes that you are expecting (e.g., someone said they are sending you notes and you are not getting the email notifications for them), you can login to the platform and reply directly using the Notes feature. In addition, feel free to contact Support to discuss potential filter blocker issues. You can also read this document (or provide it to your IT department) explaining how to allow Case emails through your email system’s filter settings.