When sending an email from a case an SMTP bounce-back error message is logged on the Case stating that email couldn’t be sent due to Send As Permissions denied.

This is caused by the Primary Address of the Team not having permission to send an email using the configured SMTP account. Typically caused when a Team is using the Global Settings SMTP Account details to send emails and the Teams Primary Address is not an Alias of that account.

1. Determine whether the Team is using the Global Settings SMTP Account or it is using one configured in the Team Settings to send emails.

2. If the Team SMTP Settings are in use, change the Primary Address of the Team to the same email address that is configured in this section. Or set the Team SMTP Settings to those of the current Primary Address.

3. Alternatively, if you want to use a specific account to send email for a Team the permission can be granted at the Exchange Level. This is typically how you resolve this issue when the Global Settings SMTP Account is used to send all outgoing mail.

124 Configure Email Settings & Queues

223 Emails Are Not Being Sent From versaSRS

242 Email Aliases & Distribution Groups in Exchange 2010

274 Office 365 versaSRS Integration - Email Aliases

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