You were asking for reasons...
Mike Resseler wrote:May I ask what the specific reasons where for those support requests to review the full message headers? I'm trying to understand what a good reason would be for these requests to header information.
The most recent situation was that someone had complained they hadn't received an email. We eventually managed to persuade our hosted antispam provider to release it (not that hard, actually) but it still arrived tagged as junk by O365. I wanted to see the headers as part of an investigation to try and identify why the message was being blocked. (SPF, DKIM, broken rDNS, badly named hosts, Friday afternoon, that sort of thing.) It seemed to me I had a couple of choices
1. Get the user to forward the message as an attachment (different to just forwarding it, and regardless of how I explain it, I almost always get forwarded messages rather than messages sent as an attachment).
2. Grant myself permissions to view the user's mailbox and look at the headers directly in the message.
3. Look at the message headers in some other tool.
I'm conscious of privacy issues, even (or especially) in an organisational environment that crosses international boundaries. I really don't want to see the content of a confidential message when all I need are the headers, and my options #1 and #2 both leave me with full visibility of the entire message. Arguably if I had an option #3 I wouldn't even need to obtain permission from the user (or user's manager) to view the message headers because it's not message body content. (Please leave aside the technical triviality of my looking at any member of staff's mailbox without them knowing. Privacy is a human-ethical-legal issue and not a technical one, but if it can be helped with technology so much the better.)
Does this help?