Brooke McCloud
Have you seen this issue before? When sending out response require messages, the user accepts the message, and the event ends. A couple of minutes later an email is received that says the response was already received.
We first thought maybe users were double clicking "Accept", or not waiting for their response to be received. I then tested myself and confirmed that it is happening with a single click of "Accept". In the event log you can see a second response with "Accept"… that I did not initiate. This is only happening to email responses in our NP system. I’ve tested with text and voice and do not receive this error. We also tested in our Prod system and do not receive this error.
Any ideas as to what’s going on?
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Hi Brooke. I see that you've filed a support ticket for this. Support is looking into this and will get back to you shortly. Let us know if you have any additional concerns.
All, this is most likely caused by your security team adding a tool like ProofPoint url defense to keep users from clicking random urls in their email. The tool wraps the original link in something that will have proofpoint in it. When the use clicks the link, the event gets processed twice as the proofpoint also checked the link.
To fix this issue, you need to speak to your email or security team to have the xMatters from address whitelists