Support Article

Delivery Status Notification (DSN) not working



When an EmailListener receives a DSN (Delivery Status Notification) from Google Mail, the respective properties in created clipboard or work object are blank or not populated, even though the same were configured in the Service Email rule and the DSN checkbox was checked in the listener instance.

Error Messages

Not applicable

Steps to Reproduce

Not applicable

Root Cause

The issue is a well known problem of Google Mail: their DSNs do not follow any of the rules introduced by other email systems, therefore it is not really possible to identify a DSN automatically.


The issue will be covered in an upcoming release.

Published November 7, 2016 - Updated November 18, 2016

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