Idea ID: 2693020

OPB lacks definition for email address to use in reply links

Status : Waiting for Votes
Waiting for Votes
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over 1 year ago

When you set up an email integration from SMAX trough OPB for replying to emails, OPB cannot be set up using a username that is not the email address used for replying.

SMAX gets the email address to use on reply email templates from the user field on the OPB email integration.
This becomes an issue when the customer uses just a username (without @) to log in to the mail server, or the reply-to address is not the same as the login name.

Set up an email integration in OPB that has a user that is just a username (without @).
Configure the email integration in SMAX.
Send an email to a user on an existing case asking for more information.
Press the link for providing more information.
The to field in the email client will just show the username.

It seems like SMAX determines the email address to use for reply links to be the User on the email integration endpoint in OPB.


We need a way to instruct SMAX to use a specific email address to use in reply mails when the login name isn't an email address.




  • This caused us issues back in the day when we first started using the mail integration as at that time we didn't have usernames (UPN) matching email addresses and had to specifically set things up to allow that because of the assumption the OPB makes that username = email address.

    I'd like to see the two separated off into their own independent fields of username and email address.

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.