Users are not getting notifications when delivery is successful.

Products

• Messaging Gateway

Issue/Introduction

Users are reporting that they do not receive email notifications confirming successful deliveries. However, upon investigating the Message Audit Logs (MAL), the system confirms that the notification emails are being successfully generated and routed to the users' email accounts without errors.

Resolution

The notifications are being delivered properly by the SMG system. The issue is occurring on the client side. Local mailbox rules, filters, or automated inbox management settings (such as "Clutter" or Junk filtering) are automatically moving the notification emails out of the primary Inbox. This creates the false impression that the emails were never delivered. 

It is advised to review the inbox rules.