Emails between internal users do not work on Hosted or On Demand system

Products

• Clarity PPM On Premise
• Clarity PPM SaaS

Issue/Introduction

Emails between two internal users ([email protected] and [email protected]) do not work.
The same email notifications work when either the sender or receiver email address is from another company (i.e. [email protected]).

Environment

Clarity PPM 15.x

Cause

This is caused by security in the users email system that rejects the email because the email address is internal but comes from an external IP address.

Resolution

Hosted or On Demand Administrators must execute the following updates:

The following 2 attributes should be set:

1. defaultSenderAddress={[email protected]}
2. alwaysUseDefaultSenderAddress=true.

No need to change any other attributes in the "mailServer" node.

Also note, the attribute 'alwaysUseDefaultSenderAddress' is not shown in CSA, so the 'properties.xml' file must be modified manually.

<mailServer host="XXXX" username="XXX" password="XXX" fromAddress=""
sendProtocol="XXX" fetchProtocol="XXX"
defaultSenderAddress="[email protected]" useAuthentication="XXX"
alwaysUseDefaultSenderAddress="true"/>

Then restart all services after the properties.xml change is made.

 

Workaround:

Hosting has an email notification resolution that can be applied to the customer's system that will allow this to work.