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Undeliverable: The e-mail account does not exist at the organization

Posted on 2008-10-16
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Last Modified: 2012-06-27
I am having trouble sending mail.

we have a ticket system that runs on our webserver, emails sent to sales@domain.com are automatically piped into the system.

We also have a catchall account that is picked up by our exchange server.

I am trying to reply to the EXTERNAL account (sales@domain.com) so that i can reply to my tickets directly from Outlook, but every time i try to send i get the following error:

Your message did not reach some or all of the intended recipients.

      Subject:      RE: New Ticket - [SALES !YHE-462417]: another test [Scanned]
      Sent:      16/10/2008 14:36

The following recipient(s) cannot be reached:

      sales@domain on 16/10/2008 14:36
            The e-mail account does not exist at the organization this message was sent to.  Check the e-mail address, or contact the recipient directly to find out the correct address.
            <domain.com #5.1.1>

It seems to me that it's looking only on the internal network - i need to send it to our webserver so that it can be piped into the ticket system.

I am using Kayako SupportSuite for the ticket system.


Thanks :)
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Question by:carlsilver
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8 Comments
 
LVL 18

Expert Comment

by:flyingsky
ID: 22730815
that "domain.com" is your INTERNAL AD domain, right?
If so, then you need to have a SMTP address sales@domain.com configured in your AD in order to receive from internal.
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Author Comment

by:carlsilver
ID: 22730913
our internal domain is: domain.local

Our website is: leapfrogavit.com

The error is:

            The e-mail account does not exist at the organization this message was sent to.  Check the e-mail address, or contact the recipient directly to find out the correct address.  
            <leapfrogavit.com #5.1.1>  

i know sales@ address works because i just sent an email to it from my gmail account :)
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LVL 18

Expert Comment

by:flyingsky
ID: 22730958
you use leapfrogavit.com as your internal email domain, right? (in other words, your employee's email addresses are xxxx@leapfrogavit.com, is this correct?)
You can send from your gmail that's because you have a catchall setting, so your exchange knows to put emails sent to sales into that catchall account. Whereas when you are internal, your exchange knows that's the domain (leapfrogavit.com) it is looking after, then it will find where's that sales account, if no, then NDR is sent.
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Author Comment

by:carlsilver
ID: 22730997
yes thats right :)

but our catchall is held on the webserver, and collected using the Exchange POP3 Connector

how can i make exchange check to see if the account exists OUTSIDE of our internal LAN if no address is found internally?
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LVL 18

Expert Comment

by:flyingsky
ID: 22731099
"how can i make exchange check to see if the account exists OUTSIDE of our internal LAN if no address is found internally?"

I don't think that's possible. so
1. Why do you need send emails to that sales account from Internal?
2. Can you setup sales@leapfrogavit.com as a secodary smtp address for the account that collect the catchall?
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Author Comment

by:carlsilver
ID: 22731410
Here is a flowchart of how it should work:

Customer Creates Ticket
|
Email sent to helpdesk staff
|
email collected by catchall
|
emails distributed by exchange
|
user replies to email
|
email sent through exchange
|
email arrives at webserver
|
email piped to ticket desk
|
ticket desk emails customer
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Accepted Solution

by:
carlsilver earned 0 total points
ID: 22731683
I was able to resolve this issue by using the "forward all mail with unresolved recipitants to host" on the virtual SMTP connector properties :)
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LVL 18

Expert Comment

by:flyingsky
ID: 22731734
good for you (I didn't know you use SMTP connector).
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