Troubleshooting when Notes Mail Letterhead displays a different name than expected

Technote (FAQ)


Question

Lotus Notes mail messages indicate someone different than expected in the Letterhead.

Note: What should appear is the Mail File Owner's name in the Letterhead. If someone other than the Owner (a "delegate") is sending the message, then the words, "Sent By:" will appear with that user's name next to it.


Answer

Index:

I. Is the Mail File Owner field correct?
II. Was the mail message forwarded?
III. Other Known Issues
IV. Workaround for cases where the letterhead contains "Sent By" information:



I. Is the Mail File Owner field correct?

The cause of this problem is usually that the Mail File Owner field value is incorrect.

The first place to check is the Calendar Profile's Mail File Owner field (under Actions > Calendar Tools > Calendar Profile OR Select Actions > Tools > Preferences > Mail tab > Basics tab). When the message is created, a Principal field is created in the document. This field takes the user name from the Mail File Owner field in the Calendar Profile for the Mail File in use when the memo is created. The Letterhead displays this Principal field.

Please Note: The Calendar Profile with the Mail File Owner field should be verified and saved the first time the mail file is accessed by the owner.

Any one of these Methods can be used to set the Mail File Owner field:

1. Open the Calendar Profile, change the Mail File Owner field (if necessary) and click the OK action button (required step) to save the Profile document.
2. Open the mail file and create a memo before the Calendar Profile has been directly saved. The field is set when the Memo is created - not sent or saved. So the same results occur after canceling out of the Memo and is a common reason for an incorrect User in the Letterhead.
3. For Notes administrators who would rather not have their users set the Mail File Owner field in their Calendar Profile, this can be done programmatically by mailing a button with the following formula:
    @SetProfileField("calendarprofile"; "owner"; @UserName)

Each user can then click this button in the email and the Mail File Owner field will be updated appropriately with their name.

Until the Calendar Profile is actually saved, you cannot be sure which ID is specified. The Mail File Owner field is populated with the User ID (@UserName) as a default when the Calendar Profile is first opened. Until the Calendar Profile is actually saved by one of the methods above, the Mail File Owner field will always show the current ID. This means that simply opening the Calendar Profile and seeing the correct user ID is not enough proof that the ID is set. If you are using the Owner's ID and the Calendar Profile has not been officially saved, then it still displays that ID and seems to indicate that all is well.

Scenario #1:

1. Using the Administrator ID, a Notes administrator registers a new user from the admin panel.
2. The administrator then detaches the user ID from the new person document and opens the mail file with the new user ID that was created.
3. The administrator changes the Access Control List (ACL) so that they, the administrator, has Manager access to the mail file.
4. The administrator changes the ID to the Administrator ID.
5. The administrator then opens the user's mail file and selects Actions, Calendar Tools, Calendar Profile, then clicks the OK action button to close the Calendar Profile. As a result the Administrator's ID will now appear in the Mail File Owner field instead of the user's ID.

Here, the Administrator has saved the Calendar Profile without changing the Mail File Owner field. Since the profile had not been previously saved, it took the default of the current @UserName. Thus, subsequent messages show the administrator's ID instead of the owner's. The Letterhead is simply pulling the name from the Mail File Owner field.

Scenario #2:

1. Using the Server ID, the administrator registers a new user from the server.
2. The administrator then opens the user's mail file with the Server ID, selects Actions, Calendar Tools, Calendar Profile, then clicks the OK action button to close the Calendar Profile. As a result the Server's ID will now appear in the Mail File Owner field instead of the user's ID.

Again, the Calendar Profile was saved with the incorrect Mail File Owner; the Server ID in this case.

Scenario #3:

When the owner of the mail file uses the Delegation Profile (Actions, Mail Tools, Delegation Profile) to give an assistant access to their mail file for handling appointments, the "Owner of Mail File" field in the Delegation Profile changes from the boss's name to the assistant when the assistant replies to an email. This results in the assistant's name showing in the letterhead of memos that should show as being from the boss but "Sent by" the assistant. The mail file ownership change occurs the first time the assistant accesses the boss's mail file after the Delegation Profile change is made and saved.

This occurs because a memo had not yet been attempted until now, and the Calendar Profile had never been saved. Thus, the Mail File Owner field is set by the first user ID attempting to create a Memo, using the default formula of @UserName. See #2 under Methods above to set the Mail File Owner field.




II. Was the Mail Message Forwarded?

The Forward action (System Command: Forward) uses the mail file indicated in the location document to create the Memo. This creates a memo from the mail file specified in the location document instead of the mail file you have open. If the delegatee does not use a separate location document pointing to the Owner's mail file, then the forward action creates a memo from the delegate's mail file.

If the Forward action is executed from a folder, the letterhead shows the Owner of the mail file listed in the location document. If the Forward action is executed from the open document, the memo initially shows as coming from the Mail File Owner. However, it will resolve to the Owner of the mail file listed in the location document once sent.

This problem has been reported to Quality Engineering (SPR #DMKA39DN75). There are no plans to address this issue.

Additional information.
With the Mail7.ntf and DWA7.ntf, while accessing another user's mail file you have rights to, if you select "Forward", it now says "Sent By: User Name/ABC/XYZ" as it should. Whereas, if you use the Mail6.ntf or iNotes6.ntf, the Forward action calls upon the Location document. Additionally, the Notes 8.0 Client Mail8.ntf shows the proper "Sent By:" behavior as well - Forwarding, Replying, and/or New Memo in a Mail File other than your own will include the "Sent By:" user sending the message.


III. Other Known Issues

Problem:
Mail sent from a Notes Version 3 mail file shows a different name in the letterhead.

Solution:
In this case, the mail was sent to that mail file from a Notes R4.5x or R4.6x mail file. In Notes R4.5 and later, the Principal field is added to the document when a message is created. The Letterhead uses the Principal field, which is created from the Calendar Profile's Mail File Owner field (as indicated in the top of this technote).

In later versions of Notes, you can edit a received message and make changes. You can save the message with the changes but there is no option to send it. In a V3 mail file, the Send button remains visible and useable when a received message is edited. This means that you can edit a message, change the SendTo field, and resend the message from there. Since the Principal field has already been created in this message, a V4.5 (or later) recipient will open this message and see the original sender in the Letterhead.



IV. Workaround for cases where the letterhead contains "Sent By" information:

Was this person renamed recently? The rename may have failed, then reverted back to the old name.
Check the Person document. Is there an old user name and a new user name?
Issue an AdminP request to rename the user again.
Remove any old AdminP requests left in the admin4.nsf database (if the database did not already purge the old documents).

Refer to the following document for a workaround for problems listed in the Other Known Issues section above, as well as for the expected cases where the letterhead displays a "Sent By" entry:

"How to Modify the Who Column so that it Shows the 'Sent By' Information as well as the From Field" (# 1087538)

Related information

Using the "Send Document" Simple Action or Menu Option
How to Modify the Who Column so that it Shows the 'Sent
A simplified Chinese translation is available

Historical Number

148334

Product Alias/Synonym

Lotus Notes Client

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Document information


More support for:

IBM Domino
Mail Server

Software version:

6.0, 6.5, 7.0, 8.0

Operating system(s):

AIX, IBM i, Linux, Solaris, Windows

Reference #:

1101312

Modified date:

2008-08-20

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