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WHD error displays after clicking Save and Email

This article addresses an issue that generates an error after you click Save & Email in a Web Help Desk ticket. Error: Could not send e-mail to FirstName LastName <email@domain.com> due to the following error: Recipient domains are not included in the configured domain list: 'domain1.com, domain2.com, domain3.com' of Outgoing Mail Account: 'null'

First published date

10/18/2018 1:40 PM

Last published date

8/24/2020 5:37 PM

Overview

After click Save & Email in a ticket, the following error displays: 

Ticket xxxx was saved successfully.
An e-mail was sent to xxxx.
Could not send e-mail to FirstName LastName <email@domain.com>
due to the following error:
Recipient domains are not included in the configured domain list: 'domain1.com, domain

Product section

Web Help Desk

Cause

The email recipient is not included in the Acceptable Domains list.

Resolution

Add the domain name to the list of acceptable domains for the outgoing mail account. 

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > E-Mail > Outgoing Mail Accounts.
  3. Click the outgoing mail account. 
  4. In the Accepted Domains field, type the name of the domain you want to add. If this field is empty, the outgoing mail account will send an email to all domains. 
  5. Click Save.