To configure mail to be sent from a client's company domain, the client's IT department must be engaged in order to complete the setup. Without client IT changes, sending mail from program@company.com using CyberGrants without a client's IT department being involved is the easiest way to have the message marked as spam.
Clients may have difficulty receiving emails originating from CyberGrants (either email events or manually created correspondence) if the sender's email address is within the client's domain and the recipient address is also within the client's domain (e.g., CyberGrants is generating an email from @company.com to @company.com). In such cases, the client's IT department needs to be involved to ensure the emails are properly configured and delivered without being flagged as spam.
As a security measure, client networks may block e-mails originating from unrecognized IP addresses to prevent spoofing attacks. In addition, grantseekers may also have difficulty receiving e-mails. Therefore it is important to make these changes in conjunction with client IT.
Step 1: Contact IT for support
Admins must contact their IT department to configure their company's domain appropriately to allow CyberGrants to be an authorized sender of email.
Step 2: Choose between SPF Exception records or enabling DKIM/DMARC
Configure SPF exception records (Strongly Recommended)
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Some clients can configure their mail records to use the sender policy framework (SPF). The records are a way for mail servers to specify what servers should be sending mail to them. The client IT must add an exception for us in their SPF record for the new domain and configure mail records to use the sender policy framework (SPF).
Setup:
- The sender and reply-to should be configured in CyberGrants for all email events using the client domain (eg, corporategiving@company.com)
Troubleshooting: If this is not set up appropriately when we attempt to deliver mail to the receiving mail server, it sees these records and 'black holes' in the mail message. The recipient will not know the mail was sent, and we will not know the mail was not delivered. To resolve this, the mail must either come from our domain name (@cybergrants.com), or client IT must add an exception for us in their SPF record.
If the client is having issues only with e-mail events, it is recommended to go back to a non-client address, and optionally also set a reply-to on those e-mail events as well. Usually, we would set the sender to something like "do-not-reply@cybergrants.com" or the client support box (if CyberGrants is managing a dedicated box). Please see a developer or your team leader for assistance with making this change on the email_event_link table.
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Enable DKIM or DMARC setup (Alternative Option)
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DKIM and DMARC are alternatives that client IT may want to use. This will require a consultation with operations to determine a solution.
Setup:
- CyberGrants Operations will perform setup steps (JIRA > CyberGrants > Task)
- CyberGrants Operations will generate a public key and DKIM selector value that should be provided to the Client IT
- Client IT will need to create a DKIM record and possibly other tasks in their mail server/MTA
CyberGrants Configuration: When using DKIM, the customer may elect to activate the emails on their end so that they can actually be used to send and receive mail.
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If all emails "from a user" are to come from the subdomain: Change all of the internal users' emails to also use the sub-domain e.g. "first.last@communityaffairs.company.com" (in User Profile)
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All other emails (email events & custom emails): All other emails that would come from the system will need a generic address configured that can accept email (email_event_link.sender), such as e.g. "info@communityaffairs.company.com"
- If they do not want non-user address to receive mail, set a "do not reply" address - e.g. "donotreply@communityaffairs.company.com"
- Optionally set the reply-to as necessary (email_event_link.reply_to) if responses should be redirected to another address
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