Bounced e-mail messages

Bounced e-mail messages are outbound e-mail messages that cannot be delivered. Large volumes of bounced e-mail messages create excess network traffic and affect the processing of legitimate tickets.

The mail server generates and returns bounced e-mail messages to the e-mail listener account that was specified in the Send From field. The e-mail listener treats these messages as service requests.

You can use the following approach to address bounced e-mail messages:

• To preserve the integrity of the primary e-mail listener account, you can create a dedicated e-mail account for bounced e-mail notifications.
• You can base any outbound e-mail notifications on communication templates in which the Send From field in the template specifies the dedicated bounced e-mail account. An e-mail message is then generated and sent to the address in the Send From field.