Clarivate Analytics logo

Notification (failure) emails no longer contain details in the email subject/body

The undeliverable notifications used to come through as a straight email that contained the manuscript ID and the details of the person who was bouncing. This information is now bundled as an attachment in a forwarded email that doesn't contain any identifying information in the body or title of the email.

This makes it very difficult and time consuming for our team to check for any commonalities between the bouncing emails. See the screenshot for the differences between how these emails are sent.

Ideally, the manuscript ID would once again be included in the subject line and the details of the person to whom the delivery failed would be included in the body of the notification for easy identification

  • Charlie Quigg
  • Aug 31 2017
  • New
  • Attach files
  • Guest commented
    October 5, 2017 08:55

    Thanks Charlie, this is what I just logged in to report/suggest. But the MS ID info isn't in the attachment either, in our case. I want to be redirected back to the manuscript itself, so I can  assign a different reviewer/search for original reviewer's updated email address. Neither email body nor attachment in the emails we get includes the MS ID, which means I have google that reviewer's specialisms to track back to the MS which is time consuming. Here's what our attachments say (I have blinded email addresses):

    The original message was received at Tue, 3 Oct 2017 11:18:47 -0400 from c807zeus1as.int.thomsonreuters.com [10.214.41.81]

       ----- The following addresses had permanent fatal errors ----- <EMAIL ADDRESS BLINDED>

        (reason: 550-5.2.1 The email account that you tried to reach is disabled. Learn more at)

       ----- Transcript of session follows ----- ... while talking to aspmx.l.google.com.:

    >>> DATA

    <<< 550-5.2.1 The email account that you tried to reach is disabled. Learn more at <<< 550 5.2.1  https://support.google.com/mail/?p=DisabledUser y62si11350710itc.148 - gsmtp

    550 5.1.1 <EMAIL ADDRESS BLINDED>... User unknown <<< 503 5.5.1 RCPT first. y62si11350710itc.148 - gsmtp