Emails sent via Maytas

Several modules within Maytas allow users to communicate with contacts via email. There are multiple technical steps that take place when an email is sent from Maytas, which is shown in the following diagram:

* SMTP Server - For on-premise customers, this is the institute's mail server.

** Recipient Mail Server - This is the receiving email system (e.g. Gmail, Yahoo, institute.ac.uk, etc).

The flow can be described as follows:

The Maytas user initiates the email communication with a contact;
The email is generated in Maytas and passed to the workflow server;
The workflow server passes the email to an SMTP server;
The SMTP server relays the email, which is received by the recipient mail server;
The recipient mail server forwards the email onto the intended recipient.

Configuration Options

There are a small number of Maytas system config settings that are used in the email flow. To view or amend these:

In Maytas, click the M5 button at the top-left and click Options.
Scroll down to the Maytas 5 section on the left and click Admin.
Scroll down to the Maintenance section on the right and locate the following two config options:
- The SMTP server for sending emails in Maytas - This should be the address and port of the institute SMTP server that will relay emails. By default this is localhost:25.
- The from email address used when sending emails from Maytas - This is the address that all emails will be sent from. Where possible, this should be an actual mailbox that exists within the institute (e.g. mailbox@institute.ac.uk).
Amend the configs as required and click OK.

Common Scenarios

The following are common scenarios that users may encounter, with suggested steps to help diagnose the issue:

Scenario	Suggested Steps
Emails arrive for some recipients, but not for all	As some emails have arrived, the email system is working. It is likely that the recipient mail server has either blocked the email or marked it as spam and filed it into a junk folder. Try ensuring that the from address set in Maytas is a valid email address, as some mail systems block emails from unregistered addresses.
Emails fail to arrive to a specific domain (e.g. @gmail.com, @instiute.ac.uk, etc)	Confirm that other domains can receive emails to prove the system is working. Check that the SMTP server has no restrictions in place which would prevent it from sending emails to the specific domain. If the failed emailed are to the institute.ac.uk domain, check that the recipient mail server is not blocking the emails.
No emails arrive for any recipients	Check that the Maytas Stats Service is running. Check that the Maytas server's route to the SMTP server is not blocked by a firewall. Check that the SMTP server is running and can communicate with the outside world.

Scenario

Suggested Steps

Emails arrive for some recipients, but not for all

As some emails have arrived, the email system is working. It is likely that the recipient mail server has either blocked the email or marked it as spam and filed it into a junk folder.

Try ensuring that the from address set in Maytas is a valid email address, as some mail systems block emails from unregistered addresses.

Emails fail to arrive to a specific domain (e.g. @gmail.com, @instiute.ac.uk, etc)

Confirm that other domains can receive emails to prove the system is working.

Check that the SMTP server has no restrictions in place which would prevent it from sending emails to the specific domain.

If the failed emailed are to the institute.ac.uk domain, check that the recipient mail server is not blocking the emails.

No emails arrive for any recipients

Check that the Maytas Stats Service is running.

Check that the Maytas server's route to the SMTP server is not blocked by a firewall.

Check that the SMTP server is running and can communicate with the outside world.

If the suggested steps have not resolved your issue and you require further support, please be aware that Tribal can only offer support for software and systems which we maintain.

If you are an on-premise customer (i.e. you maintain your own systems) and the issue is with an SMTP server, the recipient mail server or a Maytas server which is maintained by your organisation, please contact the relevant administrator.

If you are a Tribal Cloud Hosting customer, please contact Tribal if the issue is with the Maytas server or the SMTP server. If the issue is with the recipient mail server, please contact the administrator of that server.