Skip to main content

A signature is not applied for one or more users

Zendesk API Admin
  • Updated

Relevant Product: Exclaimer Cloud - Signatures for Office 365

Scenario

You have applied a signature for a user. When the user sends an email, the signature is not applied to the received message.

Reason

A common reason for this issue is that a group has been specified when creating the transport rule and connectors via the Exclaimer Cloud portal, and the user in question is not a member of the specified group.

This issue can also occur if there is a difference between the user's primary SMTP address and their mail field in Office 365. The Office 365 mail field should match their primary SMTP address. However, we occasionally see cases where the Office 365 mail field contains incorrect data (typically in hybrid environments or where AD sync is used).

Resolution

There are three possible solutions for this issue - Please click on the required options listed below to go through the detailed description:

Synchronize data manually

Perform a manual data synchronization to ensure that users and group memberships are synchronized from Office 365.

To do this:

  1. Log into the Exclaimer Cloud portal, launch your subscription, then click the options list from the top-right of your screen and select Settings.

  2. Select the Data Synchronization tab. Under the Office 365/Azure Active Directory Synchronization section, click Start. 
Check the conditions of the Office 365 transport rule

The sender must meet the conditions of the Office 365 transport rule, which redirects the message to Exclaimer Cloud.

If the message is not redirected, then it won't be processed by Exclaimer Cloud, and so no signature will be applied.

To check the current conditions of the Office 365 transport rule, follow the steps below:

To complete the steps described below, you will need:
Office 365 Global Administrator credentials
  1. Sign in to the Office 365 admin portal (https://portal.office.com) as an Administrator.

  2. On the Home page, click the icon at the top-left of the screen:

    mceclip0.png

  3. Select Admin from the shortcuts panel or menu:

    mceclip1.png

  4. Under Admin centers, select Exchange:

    mceclip2.png
    The Exchange admin center is displayed.

  5. From the left-hand navigation menu, select mail flow:

    mceclip3.png

  6. The mail flow page is displayed with a row of options in the menu bar at the top. By default, rules is selected:

    mceclip4.png

  7. Double-click the transport rule, which involves sending messages to Exclaimer Cloud (typically, this is called Identify messages to send to Exclaimer Cloud).

    The settings for the rule are displayed.

  8. Check for the condition named The sender is a member of… - if this exists, make a note of the group that is specified as the condition's value.
    For example:

    mceclip5.png
  9. Ensure that any users for whom the signature is required are actually members of this Office 365 group.
Check for incorrect data in the Office 365 mail field

To resolve this issue, please try the steps below:

Verify that the Office 365 mail field contains incorrect data

  1. Browse to http://graphexplorer.azurewebsites.net.

  2. Sign in and authorize access using your Office 365 administrator account.

  3. Update the following link with your own details (as indicated):

    https://graph.windows.net/organisation

     For example:

    https://graph.windows.net/organisation/users/David.Milward@exclaimersupport.exclaimer.com
  4. Copy/paste the updated link into the GET field.

  5. Click GET.

  6. Once you have a response, scroll down and locate the mail field.

    This should show incorrect data for the user.
    For example:

    mceclip6.png
  7. If the mail field does not show the user's primary SMTP address, follow the steps below to delete incorrect data and synchronize.
    If the user's primary SMTP address is shown in the mail field, please raise a support ticket.

If you complete the verification process described above and find incorrect data in the Office 365 mail field, follow the steps described below to resolve the issue and ensure Exclaimer Cloud correctly recognizes the user.

Delete incorrect data and synchronize

  1. Access your Active Directory and delete the user's alias address displayed in the mail field.

  2. Run an AD sync with Azure. This should update the mail field to the user's primary SMTP address.

  3. Once the sync is complete, you can add the user's alias again if required.

  4. Run a synchronize task from the Exclaimer Cloud portal:
  • On the main page, go to Settings.
     
  • Under Office 365/Azure Active Directory Synchronization, click Start.

Once the synchronization task is complete, please retest.

Please raise a support ticket if this process does not resolve the issue.