Reply to message release email fails to release the message

This article applies to:

• Trustwave MailMarshal (SEG)

Problem:

• Sometimes when users immediately reply to a message release email, the reply fails to release the held email. 
• If they try again or wait a minute before replying to the message release email then it succeeds and releases the email.

Cause:

• The original email record is not yet inserted to the database when the user reply is received and processed.
  • Database record insertion is batched for efficiency, and may be delayed a few minutes.
  • Each release request is processed instantly.

Workaround:

• User education may be sufficient to resolve any complaints about this issue.

• In SEG/MailMarshal SMTP 6.8.2 and above, it is possible to delay the processing of the user release request. This can be done by adding a rule that uses the Hold action, above the "User Message Release" rule. 

  • Note that this delay will apply to ALL release requests and could cause equal or greater user confusion. Use the minimum possible delay.

• The new rule can be named "Delay User Message Release" and it should look similar to the screenshot below.
• Place the rule immediately above the existing rule that processes Message Release requests.
• Remember to use the "addressed to" address that is used to submit your message release requests.