Targeted Audience: Mentors
Affected System: SCORE Engage
Date Issue Reported: 09/14/2023
Resolution Date: 09/15/2023
- On 09/14/2023 we discovered that the "Message from your SCORE Mentor" email notification was not sent to clients & mentors when a mentor accepted a new mentoring request assignment. An in-depth investigation revealed that the issue was attributed to Salesforce treating the @scorevolunteer.org email of SCORE mentors as unauthenticated. This is due to the @scorevolunteer.org domain's DMARC policy that was enforced by Salesforce. DMARC is a means of authenticating emails to prevent email spoofing. Only this email notification was impacted.
- This means that the "Message from your SCORE Mentor" email notification was not sent to clients nor mentors for mentoring requests accepted between 09/08/2023, 5:05 pm ET & 09/15/2023, 12:00 pm ET. Our engineers were able to rectify this issue at approximately 9/15/2023, 12:00 pm ET by making the necessary updates to SCORE’s DNS server and SCORE Engage. We’ve tested and can confirm this notification is now sent to all clients & mentors when a mentoring request assignment is accepted.
- We are unable to recover the email messages that were not sent to clients. We kindly ask all mentors to send these clients a follow-up email. This only applies to mentoring request(s) accepted between 09/08/2023, 5:05 pm ET & 09/15/2023, 12:00 pm ET. We want to ensure that these clients are helped with any business advice they’re seeking from SCORE. Rest assured we will be taking the necessary steps to ensure these issues are caught and addressed immediately in the future.
We apologize for any inconvenience and thank you for your patience.
The Engage Team.