Kavi Help CenterKavi Mailing List Manager Help
| Chapter 22. Why Was Jane's Email Moderated? | ||
|---|---|---|
 |
Part II. Troubleshooting Guide | 
|
Table of Contents
The first step in problem solving is to be sure you have correctly identified the problem. Review the problem statements listed below to see if one of them fits your situation before proceeding. If you aren't sure any of the statements fit, see How to Use the Email Troubleshooting Flowcharts for a list of other problem statements and flowcharts.
Jane hasn't posted before, but believes her message should have been sent directly to the list instead of being sent for moderation.
Jane has posted directly in the past, but now her posts are being moderated.
Jane's posts are supposed to be moderated.
Jane has direct posting privileges under a different address, but she didn't send the message from that address. Since the address she used doesn't have direct posting privileges, the message was sent for moderation.
An invalid email address is stored for Jane, so the system doesn't recognize the address she's trying to use. The address may be outdated or may have been entered incorrectly.
A mailing list identifies the sender of a message by their email address. If it finds the sender's address in its database or subscriber lists, then it "recognizes" the sender. The list follows rules that define the sender's posting privileges based on the individual's roles (if this is a Kavi® Groups list) or which type of subscription list the sender's address is on (if this is a Kavi® Mailing List Manager list).
A member may have a primary or subscribed address that is known to the mailing list and has direct posting privileges and another address that isn't known to the mailing list and is classified as 'public'. When the member sends a message from the first address it is posted directly to the list, but when the member uses the second address, their message is sent for moderation. This tends to surprise people who aren't aware that they have to use a specific address if they want to be recognized by the mailing list.
If this is a Kavi Mailing List Manager list, it's quickest to go right to Step 1 to see if your issue can be resolved immediately. If this doesn't apply to you, begin by gathering information.
Collect the following information (or as much of it as possible):
A copy of the email, including the full header (for instructions on retrieving the full header, see Accessing the Full Header for Email Troubleshooting)
The first and last name of the individual
Any other email addresses used by this individual
Whether this individual's email address information changed recently (if known)
This step applies to Kavi Mailing List Manager lists only. If this is a Kavi Groups list, proceed to Step 2.
How to determine list moderation rules (Kavi Mailing List Manager list):
If you have super administrator access, you can view the list type settings directly. See Analyzing list types for instructions.
Administrators can use the Kavi Mailing List Manager Edit a Mailing List tool and scroll down to the 'Type' field to view the underlying list type. The description should provide information about posting rules.
If you do not have administrator access, refer to the list's Policy and Usage Statement on the Mailing List Home page. It should provide information about posting rules.
- Yes
Resolution: Advise the sender that all messages sent to this list are moderated.
- No
Your inquiry into list rules has revealed that the list moderates some messages but not all. Go to Step 2.
To answer this question, you will need to collect information about the list's posting rules (if you haven't already), then classify this individual according to their relationship with the organization (e.g., member, group participant, subscriber).
While you're doing these tasks it's easy to verify all the addresses this individual uses and classify these as well. Save this information because you will need it for the following step. You might save the information in a table that looks something like the example provided here.
How to determine list moderation rules (Kavi Groups lists):
Administrators can go to the All Groups page, then click the name of the group to go to the Group Home page.
Click Modify Group Setup to view this group's configuration information. The 'Mailing List Usage' field explains the list's moderation rules.
| User information | |
|---|---|
| First name: | |
| Last name: | |
| Known email addresses: | |
| Kavi Members | |
| Is this person in the Kavi Members database? | Yes/No |
| What is this person's purpose? | individual member, member representative, nonmember, staff |
| Primary email address: | |
| Alternate email address: |
How to determine this person's purpose and collect any primary and alternate email addresses:
-
Look up the individual by last or first name in the Manage a User tool.
If you cannot find this individual in Kavi Members and this is a Groups list, the answer to this question is 'No'.
Record this individual's purpose.
Record which email address is designated as the primary address.
If an alternate email address is listed, record this address, too.
| Kavi Groups | |
|---|---|
| Did you find this person? | Yes/No |
| What are this person's group roles? | Group Chair, Manager, Member, Observer |
| Are any of these roles allowed to post directly? | Yes/No |
If this is a Kavi Groups list:
Verify whether this individual is a member of the group. Use the Usage Explorer tool and enter the individual's last or first name in the text box and click Search. Click on the person's name to go to the Resource Summary page, then click Groups to view all groups to which this individual belongs.
Record which roles are listed in the 'Group Role' field.
Check the posting rules to see if any of these roles are allowed to post directly. If so, the answer is 'Yes'.
Unless this individual has a role with direct posting privileges, the answer to this question is 'No'.
| Kavi Mailing List Manager | |||
|---|---|---|---|
| Is this individual subscribed to this list as a Regular Subscriber? | Yes/No | Under what address? | |
| Is this individual subscribed to this list as a Digest Subscriber? | Yes/No | Under what address? | |
| Is this individual subscribed to this list as a Moderator? | Yes/No | Under what address? | |
| Is this individual subscribed to this list as a Poster? | Yes/No | Under what address? |
If this is a Kavi Mailing List Manager list:
-
Depending on list rules, an individual may have multiple subscriptions to the same list and they may all be under different addresses. This means you may have to look up each of the email addresses this individual is known to use in the Kavi Mailing List Manager Manage a Subscriber's Lists tool to see what type of subscription that particular address might have.
See Subscriber Types for definitions of each of these types.
If the individual has an email address subscribed to any of these lists (i.e., Regular Subscriber, Digest Subscriber, Poster or Moderator), they have direct posting privileges under this subscribed address.
If the individual isn't subscribed but is eligible to subscribe, they will have direct posting privileges under any address they subscribe. Organization policy or list rules may set restrictions on which addresses may be subscribed. The most common restriction is that members must use their primary email address (and this may have to be a company email address) when subscribing to the Regular or Digest Subscriber lists. If the organization collects an alternate address, this can usually be subscribed to the Poster list.
- No
Resolution: This individual isn't allowed to post directly to this list. Advise the individual of the list rules. For an example you can copy, paste then customize by adding relevant details, see List policy advisement.
- Yes
-
Resolution: This user is allowed to post directly from a primary, alternate or subscribed address.
Depending on the circumstances, resolve this issue as follows:
If this individual needs to post from a different address, advise individual of list rules and tell them which address(es) they must use. For an example you can copy, paste then customize by adding relevant details, see List policy advisement.
If this individual recently joined the organization, mailing list or group, or changed email address information, go to Step 4.
If this individual wants to be able to post under the address from which the message was sent and as far as you know it isn't prohibited under list rules, go to Step 4.
Here is a simple list policy advisement you might copy and paste into an email. Be sure to overwrite the instructions in the parentheses with the actual email address(es).
Messages are often sent for moderation when an address is entered wrong or, more commonly, the individual's address changes and isn't updated immediately so the system doesn't recognize the correct address.
- No
Go to Step 4.
- Yes
How to resolve an issue with an invalid address
- To correct the address:
Administrators can use the Kavi Mailing List Manager Edit an Email Address tool to edit this address (primary, alternate or other subscribed address) on a system-wide basis. If this is a Kavi Mailing List Manager list and the invalid address wasn't promptly corrected, subscriptions may have been removed by the automated bounce handler. See the list item on instructions for correcting problems with Kavi Mailing List Manager lists for more information.
- If the address has been corrected but a problem still exists with a Kavi Groups list:
-
If the email addresses were added to the Kavi Members database within the last 24 hours, the information may not have been propagated to Kavi Groups yet. When an individual is added to the database and group memberships are created, the individual's primary email address is subscribed to receive group messages and the alternate address (if your organization collects this information) is subscribed to the group's Poster List to allow the individual to send messages to the group from the alternate address. If one or both of these email address fields is left blank, the address cannot be subscribed at the time the individual is added. Addresses added after this point are subscribed during the nightly database synchronization operation.
If this individual needs to have these subscriptions added before the nightly synchronization, use the DB Integrity Checker tool integrity checker to update Kavi Groups subscriptions manually. Scroll down to the 'Mailing List Subscriptions' option and select the 'Detect' and 'Auto-Correct' check boxes. You may also select the 'Notify Admin' check box to send an email notification to yourself and other administrators. Now set the pull down list to the group you wish to update and press the Check Group button. If this individual needs to be added to more than one group prior to the nightly database synchronization, you will have to repeat the operation for each group separately.
- If the address has been corrected but a problem still exists with a Kavi Mailing List Manager list:
-
Invalid addresses can cause Kavi Mailing List Manager list subscriptions to be removed by the automated bounce handler. The nightly database synchronization operation resubscribes the primary address to the Members list (even if the address is invalid), but subscriptions to other lists are not recreated automatically and must be manually resubscribed.
If a single list was unsubscribed and the administrator knows whether the individual prefers a Regular or Digest subscription type, the administrator can use the Edit a List's Subscribers tool, click the appropriate subscription type and add the email address into the text box.
If the administrator doesn't have enough information to resubscribe the individual, it may be better to provide instructions to the individual on how to resubscribe. Here are instructions you can copy, paste and edit as needed for your response.
Our research indicates your message was moderated because your address was unsubscribed due to an invalid email address. Here's how to resubscribe:
If your primary or alternate address is invalid, log into the My Account page and update your address. Updating your primary email address will automatically update your Members list subscription within 24 hours.
If you need your Members list subscription updated immediately or were subscribed to other lists under this address, click the View Available Lists button on the My Account page and resubscribe to any available lists you like.
If you used a different address to subscribe, you will have to resubscribe through email or the public pages of the Web site. If you do subscribe via email, be sure to send the request from the address you want subscribed.
- No
Resolution: As long as this individual understands why their message was moderated and knows which address to use, the issue is resolved. If you need to respond to this individual, see the sample List policy advisement.
- Yes
To determine whether you can fulfill this individual's request:
If this individual is eligible and willing to subscribe under this address, they may do so. If this isn't their primary address or if they aren't in the Kavi Members database, they will have to subscribe via email or public pages.
If this individual is subscribed under a different address, you'll have to check the list rules to see whether the list supports a Poster List. If it does, administrators can add this alternate address through the Edit a List's Subscribers tool by clicking the Poster subscription type and pasting the address into the text box.
If this individual isn't eligible to subscribe, they should only be added to the Poster List at the discretion of the list manager or organization administrator. Contact the appropriate person and if instructed to do so, administrators can grant direct posting privileges through the Add Subscribers tool. Set the 'Subscription Type' option to 'Poster' and paste the address into the 'Add Email Addresses' text area.
|
|
 |
|
| Chapter 21. How Did this Message Get Through? |  |
Chapter 23. What Does this Message Mean? |