Message tracking allows administrators to search across multiple queues (see below) using specific message information. The results provide information on a message's processing, as well as its current state (e.g. if it was subjected to greylisting, but subsequently accepted and archived). This is useful for troubleshooting message delivery, such as when a user inquires why a message didn't arrive or was delayed (either inbound or outbound).
Message Tracking offers two methods of searching for messages:
- Search by Data: This is the default method and is better suited for search requests where only certain message details are known.
- Search by ID: This method is better suited for a more targeted search where specific message details are known.
The following viewers and queues are searched:
- Connections attempts
- Bounced messages
- Rejected messages
- Delivered messages
- Held messages
- Active messages
- Archived messages
Message Tracking Functionality
The message tracking functionality allows users to benefit from the following features:
- The ‘From address’ field searches for header and envelope addresses.
- Search result views are customizable, so you only see the required information.
- The results can be refined and filtered, without resubmitting the search.
- The message's history can be tracked using "Held Release Event Information".
- The received and delivery message views can be compared side by side.
- A message can be tracked using only the sender's IP address.
- Permit or block options are available for inbound messages.
Accessing Message Tracking
To access Message Tracking:
- Log on to the Administration Console.
- Select the Administration menu item.
- Select the Message Center | Message Tracking menu item. The Message Center is displayed.
- The Search by Data tab displayed by default.
- Select the Search by ID tab if you want to perform a more targeted search.
- Provide as much information as you can in the following fields. The "Search by Data" and "Search by ID" columns denote the available fields in each tab.
Field / Option Search by Data Search by ID Description From Y N Enter a sender's email address (e.g. user or firstname.lastname@example.org) or domain (e.g. domain or domain.com). To Y N Enter a recipient's email address (e.g. user or email@example.com) or domain (e.g. domain or domain.com). Date Range Y Y Select a search date range from the drop down list. If a custom date range is specified, you can't search back more than 30 days. Subject Y N Enter a message's subject. These fields aren't displayed by default. Click on the Show More link to display them. Sender IP Address Y N Enter a sender's IP address. Message ID N Y Enter a message's ID.
- Click on the Search button. Your results display.
- If the "Enforce Archive Search Reason" setting is enabled in your Account Settings, a popup message is displayed, forcing you to enter a Search Reason.
- Click on the Submit and Search button to continue.
Viewing Message Details
Click on a message to access detailed information in the Message Details popout panel. This allows you to:
- Access metadata and SMTP transmission information.
- Compare sender and recipient message views side by side.
- Permit or block message delivery for the recipient.
- Report messages as spam, malware, or phishing.
- Release held messages upon investigation.
View the Message Center: Managing Message Details page for further details.
Managing Your Search Results
Message tracking allows you to:
- Customize the view of the search results page and apply filters, to display only the message details that are most relevant without having to search again. See the Message Center: Customizing Message Views page for further information.
- Export your search results to a file. See the Message Center: Exporting Messages page for details.
- Refine your search parameters without performing a new search.
- Make your adjustments in the fields displayed at the top of the results.
- Click on the Search button to display the refined results.