ORGANIZATION : PIRAMAL SWASTHYA MANAGEMENT AND RESEARCH INSTITUTE
AGENCY : IT Central Team
REFERENCE NUMBER :
PROGRAM/FACILITY: OFFICE 365 Suite
REGION: ONLINE
EMPLOYEE ID: MULTIPLE
EMPLOYEE DETAILS
AGE:
NR
GENDER:
NR
CITY/TOWN:
NR
DATE OF EVENT: 22-APR-2024
DATE RCA COMPLETED: 24-APR-2024
EVENT DETAILS : EMAILS GETTING BOUNCED TO FEW GANDHIFELLOWSHIP.ORG TENANT USERS WHO ARE IN PIRAMALSWASTHYA.ORG TENANT OFFICE 365 AND TEAMS GROUPS
EVENT DESCRIPTION
LIST RCA TEAM MEMBERS
COMPLAINT RECEIVED FROM ISHMEET SINGH TO MAHESH VALTE THAT HE IS FACING AN ISSUE WHILE SENDING AN EMAIL TO DBC-MTM GROUP WHERE ROHIT@GANDHIFELLOWSHIP.ORG IS A MEMBER AND ISHMEET IS GETTING BOUNCED BACK ALERT THAT
"rohit_gandhifellowship.org#EXT# wasn't found at psmri.onmicrosoft.com".
ALSO RAJASEKHAR KALIKI REPORTED TO RAMANA THAT FEW USERS ALSO GETTING SIMILAR KIND OF ISSUE ESPECIALLY MAILS SENT TO GANDHIFELLOWSHIP.ORG.
N S KRISHNA KIRAN YADAV
MAHESH VALTE
TEAM LEADER: RAMANA VADAPALI
BACKGROUND SUMMARY
Answer these questions with a brief summary. Attach supporting documents, if available.
Describe the event, and include any harm that resulted. Also identify the cause, if known.
FEW USERS DETAILS ARE NOT FOUND AND GETTING BOUNCED FOR THE EMAILS SENT TO TEAMS OR MICROSOFT 365 GROUPS
Description:
PROBLEM:
MAILS GETTING BOUNCED WITH DESCRIPTION MENTIONING
Subject: Undeliverable: SUBJECT
Your message to XXXX_gandhifellowship.org#EXT# @psmri.onmicrosoft.comcouldn't be delivered.
XXXX_gandhifellowship.org#EXT# wasn't found at psmri.onmicrosoft.com.
ROOT CAUSE:
GETTING MAIL LOOP AND EMAIL IS GETTING BOUNCED FOR 194 OUT OF 3153 CROSS TENANT CONTACTS DUE TO THEIR REPLY ADDRESS IS ALREADY WITH THE SAME NAME IN THE SOURCE TENANT.
POSSIBLE SOLUTION:
FOR THE TIME BEING WE CHANGED THE REPLY-ADDRESS
Was there any deviation from the expected sequence?
YES
MAILS TO BE DIRECTED TO MAIN TENANT BUT IT WAS GETTING DIRECTED TO # PRINCIPAL NAME OF THE CROSS TENANT USERS.
If deviation occurred from the expected sequence, was it likely to have contributed to the adverse event?
UNKNOWN
If YES, explain the contribution.
Was the expected sequence described in policy, procedure, written guidelines, or included in staff training?
NO
If YES, explain the source.
Does the expected sequence meet regulatory requirements and/or practice standards?
UNKNOWN
If YES, define references and/or literature reviewed by the team.
Was there a human action or inaction that contributed to the adverse event?
NO
If YES, explain how the actions contributed.
Was there a defect, malfunction, misuse of, or absence of equipment that contributed to this event?
NO
If YES, describe the equipment and how it appeared to contribute.
Did the procedure/activity involved in the event being carried out take place in the usual location?
YES
If NO, explain where and why a different location was utilized.
Was the procedure/activity carried out by regular staff familiar with the consumer and activity?
YES
If NO, describe who carried out the activity and why regular staff were not involved.
Did the involved staff have the correct credentials and skills to carry out the tasks expected of them?
YES
If NO, explain the perceived inadequacy.
Was the staff trained to carry out their expected responsibilities?
YES
If NO, explain the perceived inadequacy.
Were the staffing levels considered adequate at the time of the incident?
YES
If NO, explain why.
Were there any additional staffing factors identified as responsible for or contributing to the adverse event?
If YES, explain those factors.
Was there any inaccurate or ambiguous information that contributed to or caused the adverse event?
NO
If YES, explain what information and how it contributed.
Was there any lack of communication or incomplete communication that contributed to or caused the adverse event?
NO
If YES, explain who, what, and how it contributed.
Were there any environmental factors that contributed to or caused the adverse event?
NO
If YES, explain what factors and how they contributed.
Were there any organizational or leadership factors contributing to or causing the adverse event?
NO
If YES, explain what factors and how they contributed.
Were there any assessment or planning factors that contributed to or caused the adverse event?
YES
If YES, explain the factors and how they contributed.
Were there any other factors that are considered relevant to the adverse event?
YES
SOME USERS REPLY-TO ADDRESS IS MAPPED WITH USER PRINCIPAL NAME EX. XXXX_GANDHIFELLOWSHIP.ORG#EXT#PSMRI.ONMICROSOFT.COM WHO HAVE MULTIPLE IDS IN ANY OF THE OTHER TENANTS (PIRAMALFOUNDATION, PIRAMALSWSTHYA & GANDHIFELLOWSHIP)WHEN THE CROSS TENANT SYNC IS PERFORMED.