Mail Service requires email address case to be matched

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

When sending an approval email back to Clarity in a workflow, the email does not get received due to mismatched email address case. When we fix the email in Clarity to match the case in Outlook, it works.

STEPS TO REPRODUCE:

1. Connect to Clarity with mail server set up
2. Go to Administration - Resources and create/edit a user with existing mailbox.
3. Set the user's Email Address to all lowercase ([email protected]).
4. Assign an Action Item that requires an approval to this user.
5. The user will receive the Action Item notification in their email client
6. In the email client, the user clicks the mailto: Approve link to generate the automated reply.
7. Before sending the reply, manually change the sender From address casing so it no longer matches the database (change it to [email protected] or [email protected]). 
   < Exchange/Outlook does this automatically via the Global Address List.>
8. Check the process after giving some time to BG to process the email.

Expected Result: Clarity processes the approval, ignores the case of the email address, and updates the Action Item status. This should be a case-insensitive comparison

Actual Result: The email is fetched but the Action Item workflow does not advance and the approval request is silently dropped

Environment

Clarity 16.3.3, 16.4.1, 16.4.2

Cause

DE202351

Resolution

In Review by Engineering

Workaround: Connect to Clarity and manually adjust user email to match Outlook character case