Users unable to select inbound email account in the 'From' menu

💬 General Discussion
1

Hi,

I hope someone can help.

Background:

  • SuiteCRM 7.11.15
  • Inbound email account is working correctly, i.e. users can see the emails, automatic import and case creation are working without issue.
  • Under the ‘Inbound Email Settings’ I had selected ‘Yes’ for ‘Allow users to send emails using the “From” Name and Address as the reply to address’ option.

Problem:
*The admin account can select the ‘Inbound Email Account’ in the ‘From’ selection when replying and composing emails BUT NONE of the users are able to.
*The ‘Inbound Email Account’ does not appear in the ‘From’ drop-down menu when users are composing or replying to an email.

Both admin and users have the same Mail Settings in their profile so I do not know what I am missing.

Solutions Tried:

  • Quick Repair and Rebuild, did not solve the problem
  • Repair Inbound Email, did not solve the problem

Hope someone can help. Thanks,

2

Can you please check my comment here?

Tell me if that solves anything for you.

3

Hi pgr,

Yes I had done the your recommendation, but the ‘From’ is set to user’s primary email. The main difference is that for ‘Admin’ account, I can select the actual ‘Inbound Email Account’ from the dropdown menu.

I had also tried other suggestions from the same thread but no luck.

4

This is a really confusing area of SuiteCRM, that dreaded From box…

And do you have those accounts also specified as outbound accounts here?

User profile / Settings button at the bottom / Mail accounts tab / Outgoing

5

Hi pgr,

Yes, I had tried that one also. Having the specified outbound account (other than the system account) does not make any difference.

Thanks,

6

Ok. Another thing you can inspect is the coherence of the From name fields with the actual email accounts. Some of those checks can cause the account to be removed from the dropdown.

If you’re a developer, have a look at all these checks:

–> https://github.com/salesagility/SuiteCRM/blob/master/modules/Emails/EmailsController.php#L922-L1014