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| -rw-r--r-- | docs/running/holding_pen.md | 26 |
1 files changed, 18 insertions, 8 deletions
diff --git a/docs/running/holding_pen.md b/docs/running/holding_pen.md index 7314b7a6b..f957d4752 100644 --- a/docs/running/holding_pen.md +++ b/docs/running/holding_pen.md @@ -51,12 +51,11 @@ There are several reasons why a message might end up in the holding pen: letter of the email address when they copy-and-paste it. Or if they copy it manually and simply get it wrong. -* **the message is sent to multiple (valid) email addresses**<br> +* **the message is sent to multiple (valid) email addresses and one bad one**<br> Sometimes an officer working for an authority may attempt to send email using - a collection of email addresses for you site. When this happens — - an incoming email is addressed to *more than one* valid email addresses — - Alaveteli will direct it into the holding pen because it cannot decide - which, if any, is the correct one. + a collection of email addresses for your site. This is allowed, and the + response will be sent to each of them. However, if any of those addresses + are wrong (even just one), the response will go into the holding pen. * **there's something unusual about the way it was sent**<br> For example, if it was delivered here because the address is in the `Bcc:` @@ -67,12 +66,22 @@ There are several reasons why a message might end up in the holding pen: have misunderstood how the addresses are formed, or due to a deliberate attempt to send spam. +* **the response has been rejected and rejections are set to go to the holding pen**<br> + Incoming mail that is correctly addressed but not accepted for the request + goes into the holding pen if the request's `handle_rejected_responses` + behaviour is set to `holding_pen` (rather than bouncing the email back to + the sender, or simply deleting it). Responses may be rejected for various + reasons — for example, if a response is sent from an unrecognised + email address for a request whose *Allow new responses from* setting is + `authority_only`. + ## What to do: redeliver or delete You need to be an <a href="{{ site.baseurl }}docs/glossary/#super" class="glossary__link">administrator</a> -to modify the holding pen. There are two things you can do to a message in the -holding pen: +to modify the holding pen. + +There are two things you can do to a message in the holding pen: * **find the right request, and redeliver the message**<br> Alaveteli tries to guess the right request to help you, so sometimes @@ -84,7 +93,8 @@ holding pen: For instructions, see [removing a message from the holding pen]({{ site.baseurl }}docs/running/admin_manual/#removing-a-message-from-the-holding-pen). -If the message is clearly spam, you can also add its `To:` email address to Alaveteli's +If the `To:` address does not belong to a valid request and the message is +clearly spam you can add that email address to Alaveteli's <a href="{{site.baseurl}}#spam-address-list" class="glossary__link">spam address list</a>. Subsequent messages to that address will be automatically rejected — for instructions see |