Hello,
I've posted about this before and have not really gotten it resolved. It's still causing issues and I'd like to see if it can be resolved. It's important to note, this doesn't happen all the time. It's very sporadic.
Our agent's emails include "our company name, Inc." at the end of the display names. (e.g. Scott Smith (Widget Word, Inc. ))
When someone sends an email to our osTicket email address and include ssmith@widgetworld.com as a CC: address, we see something similar to Ed Jones added Scott (Widget World via Email (to) as collaborators 1/22/25 3:48 PM
The incoming email header shows: To: "Service (Widget World, Inc.)" service@widgetworld.com,
"Scott Smith (Widget World, Inc.)" scott@widgetworld.com
When the agent replies and sends the email, we see the following Mailer Error in the log:
Unable to email via SMTP: service@widgetworld.com (tls://smtp.office365.com:587/SMTP) 5.2.254 InvalidRecipientsException; Sender throttled due to continuous invalid recipients errors.; STOREDRV.Submission.Exception:InvalidRecipientsException; Failed to process message due to a permanent exception with message [BeginDiagnosticData]Recipient '=?utf-8?Q?Scott=20' is not resolved. All recipients must be resolved before a message can be submitted. InvalidRecipientsException: Recipient '=?utf-8?Q?Scott=20' is not resolved. All recipients must be resolved before a message can be submitted.[EndDiagnosticData] [Hostname=CH0PR10MB4907.namprd10.prod.outlook.com]
The email never gets to the recipient because it's blocked at the mail server.
What can I do to resolve this?
