I'm not receiving emails from SOVA
Scenario:
You used to receive emails from SOVA when a critical incident was recorded, an emergency notification was sent from dispatch, or your team sent you a DAR report or a call-off attendance record. Now for some reason, you no longer receive these emails.
Solution:
Check with your corporate office and see if they have changed any policies or have implemented new rules in their email system in an effort to curb spam or other forms of undesirable emails. It is possible that something is now being blocked in your corporate email system that previously went through. Email systems are complex, and settings within the IT department at the company you work at, all the way up to settings at the corporate level could be impacting your ability to receive emails from us.
Using Mimecast?
If your company is using Mimecast to help manage your company email system, the first place to look is the spam folder in Outlook, Exchange or whichever email software you use to see what emails Mimecast may have automatically filtered. Mimecast holds these emails in a quarantine area, called the Hold Queue. By opening your spam folder you can view messages in your Mimecast Digest, and selectively permit those emails that you choose to be sent to your inbox. Once permitted, future emails sent by us will be delivered directly to your Inbox, provided the emails meet content and attachment policies as set forth by your Mimecast Administrator.
Below is a screenshot showing what to look for when reviewing emails in your spam folder. Click the image to view it full size. Then go ahead and take a look at the spam folder in your email system. If you find a SOVA email there, simply click the link under the "Permit" heading and future emails should be received in your inbox. Since we send emails from several different systems, you may want to visit the spam folder in your email system occasionally to see if Mimecast has blocked anything new from us. Additional details about Mimecast can be found here: https://community.mimecast.com/docs/DOC-1724
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