Mail Not received / Deleivered

Simmilar Problems user can report:

1. A sender from internal domain has sent an e-mail to internal domain and the user reports that he hasnot received the mail.

2. A sender from internal domain has sent an e-mail to extarnal domain and the external user reports that he hasnot received the mail.

3. A external domain user has sent an e-mail to internal domain user and the user reports that the mail not received.

Steps for solving the problem.

1. Create a Ticket reporting the problem in details and set it to open.

2. Change the status of the message to In Progress.

3. Was a bounced message received. If no goto step 5.

4. If a bounced message is received ask the user to forward the bounced message as attachment and goto step 4.

5. If a bounced message is not received then ask the user for the following information.
The sender email address
The recipient/s email address/es
The Subject of the mail
The Date and time when the mail was sent.
The Message ID (Optional)

Change the status of the ticket to Waiting for response. goto step 7.

7. Check from which server the bounced message was originated by looking at the message source.

8. If the message is originated from a domain outside our support, note the error given in the bounced message and write to client to contact the administrator of the domain for further details. Goto Step 12

9. If the message is originated from a domain in our support, Check in the log to find the reason for the bounced message. Report to the customer for the reason of bounced message. Goto step 12

7. After the user replies with the information requested in step 5, Change the status of the ticket to In Progress.

8. Check the mail log on the server which if the first point of contact for the mail, for e.g. If the mail was to be received from the external domain the MX server wil be the first point of contact for us. If the mail was sent by a local user the SMTP Server will be the first point of contact of the mail.

9. If the server is the last hop under our support for the mail. Else repete the above steps until last deleivery hop for the mail is reached.

10. If from the log mail is found to be received/deleivered reply to the customer with an email

11. If the is not received/deleiverd, Escalate the problem with details of your finding, and transfer the ticket to the senior person.

12. If the mail is received/deleivered Mail the customer asking the confirmation from the client if he wants more clarification for the issue.

13. Close the ticket.