Email validation response not recorded by xMatters

This article explains why an email validation response may not be recorded by xMatters.

Issue Summary

xMatters does not record Device validation when a User replies to an email Device validation request with "RESPONSE Validate".

Issue Details

The issue is caused by using a different SMTP Device Engine to send notifications than the SMTP Device Engine processing replies. The SMTP process will not assemble the message with the notification key if the Device Engine is not configured for incoming settings.

Resolution

Ensure that all SMTP Device Engines within an xMatters deployment are either one-way or two-way; you cannot have both types within a single deployment.

xMatters Reference

DTN-2138, SUP-3443, JDN-1245

Originally created by Don Clark

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