How does Reply-All function when used in the Secure Portal to other external recipients and PGP Encryption Cloud Server?

Products

• Policy-Based Email Encryption PGP Cloud
• PGP Command Line
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• Endpoint Encryption
• File Share Encryption
• Gateway Email Encryption
• Policy Based Encryption

Issue/Introduction

This article explains the expected behavior of the "Reply-All" functionality within the PGP Secure Portal (Secure Inbox) when multiple external recipients are included in an encrypted email thread using PGP Encryption Cloud Server.

Resolution

When an internal user sends a secure email to multiple external recipients through the PGP Encryption Cloud Server, the system creates individual secure inbox sessions for each recipient. Understanding how "Reply-All" handles these distinct sessions is important for managing communication flow.

Scenario:

1. An internal sender ([email protected]) sends an encrypted email to three external recipients: [email protected], [email protected], and [email protected].
2. The PGP Encryption Cloud Server processes this communication and populates the email within each external recipient's individual Secure Portal inbox.

Expected Reply-All Behavior:
When one of these external recipients clicks "Reply-All" from within their Secure Portal inbox:

• The email is sent to the original internal sender ([email protected]).
• The reply is also sent individually to the other external recipients (recipient1, recipient2, and recipient3) included in the original thread.
• Each external Secure Portal user will receive the reply as a new message within their respective Secure Portal inbox.

Troubleshooting:
If the "Reply-All" functionality is not working as expected or recipients are missing from the reply, please reach out to Broadcom Encryption Support.

When submitting a support case, please select one of the following categories to ensure it is routed correctly:

• Policy-Based Email Encryption PGP Cloud
• Gateway Email Encryption

For additional troubleshooting steps regarding Secure Email communication, reach out to PGP Encryption Support.

Additional Information

443804 - How to get started with PGP Encryption Cloud Server - Provisioning, Mail Flow and General Information (Add on to Email Security.Cloud for email encryption)

EPG-41497, EPG-41983