Temporary Email Sending Issue from Salesforce

Affected System: Engage
Date Issue Reported: 6/17/24

Currently, volunteers are unable to send emails from the client contact record or have emails sent when accepting a case.

Why: This issue is due to a recent implementation by Salesforce of a new email verification rule.

Our development team is actively investigating this matter and is working diligently to resolve it as soon as possible.

Action Needed: In the meantime, if mentors need to urgently communicate with clients or need to resend any emails sent when accepting a case today, please use the SVO email address at www.gmail.com to send an email.

Resolution Details
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What Happened: We were first notified of a problem yesterday that prevented volunteers from sending emails directly from the client contact record and from having emails sent automatically when accepting a case. This was due to a specific setting in Salesforce that had been unintentionally unchecked. After thorough investigation and troubleshooting, we discovered this issue, likely related to a recent Salesforce release that caused similar problems for numerous organizations.

Resolution: Our development team has resolved the issue this morning by re-enabling the necessary setting. We have verified that the email functionality is now restored.

Action Required: If you accepted any assignments and sent emails to clients yesterday, please resend those emails from your SVO email address as they were not delivered due to the issue.