Some emails sent using the Student Communications tool are not being accepted by the intended recipients’ email servers.
What is the Issue?
Emails being sent through the Student Communications tool are being rejected by student’s email servers. To ensure high deliverability of emails to students, the ‘Own Email’ and ‘Custom’ options in the Student Communications tool have been disabled until further notice.
Who is Impacted?
Some students are not receiving information from UBC via email.
Student support staff using the Student Communications tool to send information to students.
What is the impact?
Impacted students are not aware of information being provided by UBC including details of upcoming Registration appointments and any data quality issues with their Workday record.
Student support staff:
- Sender Options – the ‘Own Email’ and ‘Custom’ options have been disabled but will still be visible on the screen. The ‘No Reply’ option will remain selected by default.
- Alert Message – users will see an alert message displayed directly below the Sender Options
What is the status?
The root cause has been identified and teams have implemented the workaround of disabling the ‘Own Email’ and ‘Custom’ options functionality in the Student Communications tool. Work continues to resolve the issue and updates will be provided here as available.