Create officers, department heads, and managers for institutional routing. Once created, assign them to service departments in Department Routing.
Institutional Staff & User Directory
Name
Username
Email
Role
Department
Status
Actions
Add Department & Routing Configuration
Institutional Department Routing Table
Code
Name
Primary Officer
Department Head
Backup Officer
Escalation Email
Routing
Status
Actions
Add Knowledge Article / FAQ Guide
Approved Knowledge Articles for Chatbot & Student Triage
Category
Question
Department
Action Steps
Status
Active Mail Transport Status
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Live SMTP Server Connection Diagnostics
Verifies live socket handshake with the configured SMTP host (e.g. Office 365, Google Workspace, AWS SES, or internal institutional relay).
Send Live Test Verification Email
Dispatches a verification message through the transactional mailer to confirm template formatting and single-click action generation.
Staging Test Mailbox Inspector (Captured Messages)
Shows all verification messages, assignment alerts, and escalation digests captured safely on this staging instance without public internet leakage.
Received At
From
To
Subject
Action
No test messages recorded yet. Send a test email above to inspect it here.
Institutional Email Configuration Guidelines
Production Relay: Set SMTP_HOST, SMTP_PORT=587, SMTP_SECURE=false, SMTP_USER, and SMTP_PASS in /etc/eduk8u-grievance/app.env.
From Address: Ensure EMAIL_FROM uses the institutional domain (e.g. noreply-grievance@eduk8u.com) with valid SPF and DKIM DNS records.
Dead-Letter Retries: Notifications fail up to 5 times with exponential backoff (30s, 2m, 5m, 15m, 1h) before moving to dead state for administrative review.
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Queued Pending
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Delivered (Sent)
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Retrying (Failed)
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Dead-Letter
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Operator Alerts
Email-First Operations & Digest Controller
Staff digests group pending, unacknowledged, and overdue cases by department and owner with hash-based deduplication to prevent repetitive inbox alerts.
Quarantined Inbound Emails (Exceptions Queue)
Inbound messages from unauthenticated senders, missing case references, or unauthorized staff are quarantined here without altering cases.
