Introduction

FlexNet Operations Cloud ALM is hosted in Amazon AWS and uses Amazon SES to send email.  Due to recent changes in bulk email rules implemented by major email providers, there are additional steps that can be taken to reduce risk of email sent by FlexNet Operations Cloud ALM being rejected or quarantined.

This article provides recommended steps for improving deliverability of emails and common troubleshooting steps in case of an error.

Recommended Steps

• To send email from FlexNet Operations, you must verify either the email address (SPF) or domain (DKIM) used in the “From” email addresses in your email templates. This proves ownership and authorization to send from those identities. To increase deliverability, it is best to verify BOTH the domain and email address.
• You can set up a custom MAIL FROM domain in AWS by creating additional MX and TXT records in DNS for the domain that you send from.  Please contact Revenera Support if you are interested in enabling this.  You can view the following documentation for more information - Using a custom MAIL FROM domain - Amazon Simple Email Service.
• Make sure that both the From and Reply-to addresses in your templates are valid email addresses.
• Make sure that your company has configured Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM), and Domain-based Message Authentication, Reporting & Conformance (DMARC) for the domains you are sending from. There should be DMARC enforcement with at least a p-none policy. These protocols help prevent spoofing and improve deliverability. 

Troubleshooting Steps

1. If using a custom email address/domain, please confirm that the DKIM information was added to your organization's DNS records by your IT team immediately after submitting the domain request. If after 48 hours, it is does not show validated, please contact Revenera Technical Support to request a review.
2. Ensure the DKIM information remains in the DNS records throughout the life of the email address/domain.
3. AWS SES may take 48-72 hours to detect the verified email address/domain. 
4. If the email address/domain is verified in the Email/Domain Verification Tool, however it is not verified in the email template, try changing the email address in the template and then reverting it back. This will refresh the email template.

Outcome

If you continue to observe issues with sending emails using the custom email address/domain, please contact Revenera Technical Support for further assistance.

More Information

Refer to the Verifying Email Addresses and Domains (AWS Only) of the FlexNet Operations User Guide -> Administrator Reference document.