Autoresponder emails no longer going to BCC address

[danowens]

I was receiving all emails delivered via Autoresponder until about 7 days ago at the BCC address specified in the Salesforce email settings. Did this feature stop with the release of PaaS 7.2003?

[CnP.Support]

Good day!

The BCC feature has not changed. There was an issue discovered when the Compliance BCC Email feature has been enabled.

Please login to Salesforce and go to Settings:

Administrative Setup > Email Administration > Compliance BCC Email



Is the option enabled?

Here is how this feature creates issues:

If Salesforce is used as the SMTP server, if this option is checked our BCC will NOT work. In other words the Autoresponder BCC can't send BCC email when Compliance BCC Email is active. To address this issue, in release 7.2003 we hide the Autoresponder BCC field when Salesforce is used as the SMTP server.

If a different SMTP server is used, e.g. Gmail, then the BCC field will be present if the Compliance BCC Email is not checked.

Please let me know if the BCC Compliance Email is active in your account?

[danowens]

I am aware of the Compliance email causing issues with the BCC as I had reported it previously. I have since un-checked the Enable checkbox for Compliance, but for some reason the Salesforce setting for that feature does not allow you to blank out the email address for the Compliance Email. So, my setting for that feature currently has it disabled because the checkbox is not checked, but the address field contains an email address since it's a required field. Therefore, I'm curious if just the presence of an email address is causing an issue with BCC emails even if the checkbox is not checked.

[CnP.Support]

Good day!

What you are running into is best described if I go over its details.

The problem is Salesforce does not expose the "Enable" state programmatically and we have no way of knowing if the Enable box is checked or not checked. The only way we can know if that is checked is if the email address is included. Of course as you have found out Salesforce does not let you update the field if email is blank since they have made it mandatory. It is a bug in Salesforce and one that we have discussed with them but they have asked us to add it as a feature request - & we know what that means.

So we are stuck!

The solution we are including in version 8 is the following: If an email that we specify, e.g. [email protected] is in the email field then we consider the field disabled otherwise enabled. It is the only solution we can think of to find out if that field has been disabled after being enabled.

This feature will be in release 8.0 - sorry but dealing with these subtle issues at times is a bit challenging.

[danowens]

That's what I was afraid of. I will enter the [email protected] address in there so that I'm ready for version 8. When is that due to be released? In the mean time, can I uninstall 7.2003 so that I am able to get BCC emails? If I uninstall that version, will it automatically revert to 7.2?

[CnP.Support]

Good day!

I don't suggest you do this since there was a bug in 7.2 which was fixed in the interim release 7.2003. The issue of temporary contact with recurring donations without a master transaction was fixed in this release.

I wonder if you can contact Salesforce and request the removal of the email from that field. The Salesforce bug is a major issue and one that can't get around.

Release 8.0 is due in July and the issue has already been addressed as a work around for the Salesforce bug.

[CnP.Support]

Good day!

We are evaluating a release for May 15 which will include this work around. There were no plans for a release since there are a number of new features in the release instance but if we release an update on May 15 we will have to include these new features as well.

I will keep you updated on our decision as the testing team has to make sure the release is stable with new features included.

[danowens]

FYI, for anyone else that might be dealing with this, it seems that by enabling the BCC Compliance email again, I am now receiving the BCC of the receipts being sent. So in a very roundabout way, I am getting what I needed.

[CnP.Support]

This is great..

We are going to have this update in the 7.3000 release due out the week of May 15, 2013. As explained before we will check for a specific email when BCC is not to be checked.

Hopefully Salesforce will resolve this issue in a future release.

[danowens]

I spoke with Salesforce support and they informed me that a developer could override the BCC Compliance email address field to remove it, but that it can't be removed through the interface. If you have a developer handy to do this, it would be a useful alternative until Salesforce corrects the problem.

[CnP.Support]

You mean we login to your account and remove it physically by deleting the record from the object?

We try not to get personal with client accounts and deal only within our program and application. From a liability perspective the risk is high in case something goes wrong.

If you can wait for 2 weeks our work around will resolve the issue.

[CnP.Support]

Good day!

I just wanted to drop you a line and notify you of the upcoming release 7.3000 later this week.

The BCC Compliance issue is being addressed in this release.

Let me know if we can be of any further assistance.

[danowens]

I have installed the 7.3000 release as of yesterday and have added the BCC email address as suggested and disabled that feature. After doing that, the BCC option reappeared in the autoresponder templates. However, I am still not receiving copies of the autoresponder messages and am not seeing them in the autoresponder log. I requested an email log from Salesforce and it appears emails are delivering but not to the BCC address specified in the template.

[CnP.Support]

Good day!

The autoresponder logs won't show the BCC.

Based on the history of this thread I am assuming you are using the SMTP - meaning your own mail server and NOT Salesforce. Is this still true?

[danowens]

Sorry if I wasn't more clear. I am not looking for the BCC emails in the auto responder log. I'm looking for any emails in the auto responder log. Nothing is appearing in there at this point. And I am still using the Salesforce SMTP settings. When using my own they were not showing up in the log still.