HCL Domino Ideas Portal
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we have this issue. what happens is a support person will monitor the general support email and when a customer sends in a support request, that support person will respond back with call info. However, the customer starts emailing the support person directly, even though they are not the one taking the call. would be good to have ability to turn off or hide the sent by info.
I found out today from a client that this feature is important because it violates several articles of the GDPR (7, 13 and 15 of EU Reg. 2016/679 - GDPR ).
If a company that produces goods, opens mail-ins to manage generic mailboxes (e.g. customercare), the name of the person answering or sending emails from this mailbox must never appear on the outside.
Just yesterday, this privacy violation triggered an internal investigation by my customer who is now considering migrating to competition.
I think you should seriously consider this feature we are asking for.
Some customers want to hide the sent by to outside recipients. Some outside recipient reply the emails to the "sent by" user not to the delegated mailbox. This is a problem to some customers that wish to be solved.
There are good reasons to hide the real sender - e.g. compliance or security reasons, that need to hide and protect the person managing a topic. Therefore it is a useful feature - and that exists in Microsoft Exchange and Microsoft Office 365 for both personal mail boxes as well as for shared mailboxes out of the box.
I'd need that feature as well. However many customers found workarounds - for example I delete all personal information and set the From/Sender/Alt - fields to the value of the owner of the database with a Domino Server extension manager hook, written in the Notes C-API, before the router transports the email to another server.
This works quite great and with a logging the information is kept, which user really sent an email - therefore no security risk exists as this would be if I would give more than one user a Notes ID so they can switch to that Mail-in-database-user-Notes-ID and send emails out of the mail-in-database without disclosing their personal information but also without the possibilty to log which person really sent the email!
To be competitive this feature should be implemented as soon as possible - without the customer's need for a workaround!
IMHO it is better that Sent By is visible so that the recipient know who actually send the email. For delegated emails or shared emails it is not easy to determine who actually sent the email (accountability)