Monitoring Email Activity from the OneTrust Platform

Site Admins can proactively monitor email activity directly within the OneTrust Platform using the Email settings > Email activity tab within Global Settings. Email Settings are only available to Site Admin users in the parent organization. This tab serves as a dedicated email management area, empowering admins to track the status of email notifications sent from the platform. In addition, various self-service actions are available for Site admins to use when investigating and managing email delivery issues.

Note:

The User Email Monitoring and Observability feature is available only in cloud environments and is not supported for on-premises deployments.

Organizations using the Send on Behalf of my Domain configuration will need to reconfigure their email server configuration in order to utilize this feature.

To access email activity details

  1. Click the gear icon in the upper right-hand corner to access Global Settings.
  2. On the Global Settings menu, select Email and branding > Email settings.

    The Email settings screen appears.

  3. Click the Email activity tab.

    The list of email activity within the OneTrust Platform appears. Only the past 7 days of email activity is saved.

    You can use the Search field to search for specific email addresses and subjects, and/or filter by users' email addresses, the status of the email notifications, or the date on which the email notification was sent. For more information, see Email Activity Tab Reference.

Email Activity Tab Reference



The following columns appear on the Email activity tab by default. Additional columns are available and can be added using the column selector.

Field
Description
Receiver

Name of the user to which the email notification was sent.

Email

Email address to which the email notification was sent.

Subject

Value defined as the subject of the email notification.

Status

Status of the email notification. For more information, see Available Email Activity Statuses.

Sent date

Date and time on which the email notification was sent from the OneTrust Platform.

Available Email Activity Statuses

The availability of certain email activity statuses varies based on your organization's email server configuration. Organizations set up with either the Default or Send on Behalf of my Domain configurations will see more status options compared to organizations set up with a Custom SMTP configuration, as shown in the following tables.

Default & Send on Behalf of my Domain Configurations

The following email activity statuses are available for organizations using either the Default configuration or Send on Behalf of my Domain configuration.

Status

Description

Blocked

Indicates that the email notification was rejected due to security policies or spam filters, but the address is not suppressed.

Bounced

Indicates that the email notification was rejected by the recipient’s mail server. Common causes include invalid addresses or full inboxes.

Delivered

Indicates that the email notification was successfully accepted by the recipient’s mail server.

Dropped

Indicates that the email notification was intentionally not sent, often due to prior bounces, spam reports, or suppression rules.

Failed

Indicates that the email notification was not successfully sent due to a system or configuration error before reaching the mail server.

Not sent

Indicates that the email notification was never initiated for delivery, possibly due to disabled email templates, user suppression, invalid configuration, or system-level filtering.

On hold

Indicates that the email notification has not attempted to send due to email authentication issues. The email notification will remain on hold in a queue until the authentication issues are resolved.

Processed

Indicates that the email notification was accepted by the system and prepared for delivery. No issues detected at this stage.

Sent to mail server

Indicates that the email notification was handed off to the recipient’s mail server for delivery. Final status may still vary (e.g., delivered or bounced).

Custom SMTP Configurations

The following email activity statuses are available for organizations using the Custom SMTP configuration.

Status

Description

Failed

Indicates that the email notification was not successfully sent due to a system or configuration error before reaching the mail server.

On hold

Indicates that the email notification has not attempted to send due to email authentication issues. The email notification will remain on hold in a queue until the authentication issues are resolved.

Not sent

Indicates that the email notification was never initiated for delivery, possibly due to user suppression, invalid configuration, or system-level filtering.

Sent to mail server

Indicates that the email notification was handed off to the recipient’s mail server for delivery.

To retry delivery of failed emails

Site admins can use one of the following retry options to automatically attempt delivery of previously failed emails. These actions are available for emails in Blocked, Bounced, Dropped, Failed, and Not Sent statuses.

Note:

The retry options are not available for On-Premises deployments.

  1. Click the gear icon in the upper right-hand corner to access Global Settings.
  2. On the Global Settings menu, select Email and branding > Email settings. The Email settings screen appears.

  3. Click the Email activity tab. The list of email activity within the OneTrust Platform appears. Only the past 7 days of email activity is saved.

  4. Click the Context Menu icon corresponding to the email activity record that you want to take action on.
  5. On the Context menu that appears, select one of the following options:

    • Retry email: Select this option to retry delivery of an individual email. The retry attempt will initiate and will return either a Success or Error message.

    • Retry all failed emails for event: Select this option to retry delivery of all failed emails associated with a specific event. The Confirm email retry modal appears. Proceed to step 6.



  6. (Retry all failed emails for event option only) On the Confirm email retry modal, click the Confirm button. The retry attempt will initiate for all failed emails associated with that event and will return either a Success or Error message.
    Note:

    Multiple emails originating from the same action may result in multiple separate events instead of a single event. For example, sending a single assessment to 10 respondents is considered 10 separate events rather than 1 event. On the other hand, sending a single assessment to 1 user group that contains 10 users is considered 1 event rather than 10 separate events. The Confirm email retry modal will indicate the number of failed emails that will be retried based on the event.

To remove recipients from the bounce list

Site admins can use the following self-service option to remove an email address from the bounce list, allowing the email notification to be successfully delivered to the user's email address. This action is available for emails in Bounced status.

  1. Click the gear icon in the upper right-hand corner to access Global Settings.
  2. On the Global Settings menu, select Email and branding > Email settings. The Email Settings screen appears.

  3. Click the Email activity tab. The list of email activity within the OneTrust Platform appears. Only the past 7 days of email activity is saved.

  4. Click the Context Menu icon corresponding to the bounced email activity record that you want to take action on.


  5. On the Context menu that appears, select Remove from bounce list. The bounce list removal attempt will initiate and will return either a Success or Error message.