Subject line is removed from emails sent to TELUS addresses

Some users have reported that the subject line of emails sent to TELUS addresses are populating with < No Subject Provided >. Emails sent to non-TELUS addresses are not impacted.
TELUS checks the email headers for case sensitivity and requires the subject line of all emails to be structured as "Subject." Blackbaud's emails encode the subject line as "SUBJECT."  Since the encoding does not match TELUS' requirements, the subject line is removed when received. Blackbaud’s emails are currently RFC compliant in terms of case sensitivity based on pg 14 of RFC 822 which states:
 
When matching any other syntactic unit, case is to be ignored.
        
        For  example, the field-names "From", "FROM", "from", and even
        "FroM" are semantically equal and should all be treated identically

        When generating these units, any mix of upper and  lower  case
        alphabetic  characters  may  be  used.  The case shown in this
        specification is suggested for message-creating processes.

        Note:  The reserved local-part address unit, "Postmaster",  is
               an  exception.   When  the  value "Postmaster" is being
               interpreted, it must be  accepted  in  any  mixture  of
               case, including "POSTMASTER", and "postmaster".

TELUS is currently the only mailbox provider where we see subject lines, or any other data, stripped because of all caps entries. All other mailbox providers that Blackbaud sends to, including Gmail and Microsoft properties, render subject line and other data appropriately with the same data format utilized. As such, we believe that this issue lies with TELUS and that a change to the subject line format by Blackbaud is not required. We are working with TELUS to evaluate this issue and will update this article when we have more information. 

Steps to Duplicate

  1. In the Online Express plugin, click on the Email marketing tab
  2. Click Create new email 
  3. Select your desired format/saved email on the Get started tab
  4. Click Save & continue
  5. Create your desired email content on the Design email tab
  6. Click Save & continue
  7. Type your desired subject line in the Subject field
  8. Select an email list with at least one TELUS email address from the Recipient list drop-down
  9. Click Send message
  10. Have the TELUS recipient check their inbox
  11. Notice the subject line is stripped and says < No Subject Provided >
  12. View the email header; notice the header says SUBJECT: < No Subject Provided >
  13. Have the same TELUS recipient check their inbox for any prior OLX emails
  14. Notice the subject line is present
  15. Have the TELUS recipient review the header of the previous OLX emails; notice the notice the header says SUBJECT: [the subject line]
  16. Have a non-TELUS recipient check their inbox
  17. Notice the subject line is still present
  18. View the email header; notice the header says SUBJECT: [the subject line typed in Step 7]
  19. Have the same non-TELUS recipient check their inbox for any prior OLX emails
  20. Notice the subject line is present
  21. Have the non-TELUS recipient review the header of the previous OLX emails they've received; notice the header says SUBJECT: [the subject line]
Note: The same behavior is present when sending email to TELUS addresses from Blackbaud NetCommunity, Blackbaud Internet Solutions, and Luminate Online.

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