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Autoresponder emails no longer going to BCC address

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  • CnP.Support
    replied
    Good day danowens,

    Sorry for the delay in giving you answer but we have been hard at work trying to figure out what is going on. Considering the change to BCC Compliance is a permanent one we had to apply for several developer accounts to test various scenarios.

    So here are our findings as of this very moment.
    1. What Salesforce told you about a developer being able to overwrite that field is not true based on our research- the BCC Compliance Email field is not a writeable field. see image below:
      Click image for larger version

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    2. If you are using Salesforce SMTP then our BCC Fields will NOT work. Salesforce looks at the settings in the BCC Compliance email field and if it has an email it uses it but since you have disabled it then it won't send it. It is a Salesforce peculiarity - for lack of a better word that can describe what it does.
    3. BCC Fields should work if you use your own SMTP server and NOT Saleforce.

    In Conclusion- it seems like that once BCC Compliance has been enabled there is no going back. This is why we had to set up multiple accounts to test this since we could not switch back and forth.

    We are going to have a release that simply removes the BCC field if there is an email in the BCC Compliance section. This will negate the previous remedy we came up with even though it could have worked if Salesforce was a bit more reasonable.

    I hope the above makes sense. It sure has confused us for a while. Let us know what you think and if there is anything else we can do to help you with this situation.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Would you please post the UserID you have assigned in the forum so we can review your instance.

    We don't keep a database of these as it becomes a security issue. All information is purged after the case has been resolved. If you give me the UserID we can figure out the rest.

    Leave a comment:


  • danowens
    replied
    Most of your assumptions are correct except that I am unsure whether customers are receiving their receipts because nothing appears in the autoresponder log and we are not receiving the BCC emails.
    Support has access to our instance and used it several times in the past already. You should still have access.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    It is a bit strange but we need to look inside your instance and find out what is going on.

    Based on what I am understanding:

    - you are using Salesforce SMTP server and NOT the SMTP server tab we have in the C&P Settings
    - you are not getting any emails as BCC and no email is also being sent to the donor/patron

    I guess simply stated the autoresponder is not working at all.

    Would you please follow the steps listed below so we can login to your account and review your instance.

    http://forums.clickandpledge.com/showthread.php?t=1065

    Please give us time to review the account. Post back to this forum with the UserID you have set up and we will proceed with the review.

    Leave a comment:


  • danowens
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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?

    Leave a comment:


  • danowens
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • danowens
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • danowens
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • danowens
    replied
    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?

    Leave a comment:

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