3 Replies Latest reply on Jan 19, 2011 12:44 PM by dmshimself

    Customer Info Email not Updating the Call

    Rookie

      Hi,

       

      We are currently using ITBM 7.2.5. we are upgarding in the next few weeks.  I have a problem where the email repsonse from the customer is not updating the call. 

       

      The Email to the customer is going out and being received by the customer. What happens is, when the Customer replys to the email. The email is read by the package, however it is not updating the call.

       

      There is nothing unusual in the Event log.

       

      Can someone please help.

       

       

      Regards

       

      Elaine 

        • 1. Re: Customer Info Email not Updating the Call
          dmshimself ITSMMVPGroup

          There is a document up here on the community which gives advice on how to diagnose email issues.  Worth looking for.

           

          It might be soemthing simple like the key phrase the beginning of the email title set in mail manager for updates not being the same as your customers are using to reply or the mapping in email not being set up for adding notes.

          • 2. Re: Customer Info Email not Updating the Call
            Rookie

            Thanks Dave for that.

             

            The Email settings have not changed.  Could it be that there is an incorrect email on the system that was not sent which is causing a backlog.

             

            As i mentioned in the original mail there is nothing in the log to say there is a problem.

             

            Is there a way to find out if there is a backlog and what is causing it.

             

            Regards

             

            Elaine 

            • 3. Re: Customer Info Email not Updating the Call
              dmshimself ITSMMVPGroup

              The log for inbound email might not be turned on. So as a first step I'd find the config file for the service in the apps folder on your server and set Log Severity to trace and Detailed logging to true.  Restart the service and see what pops up in the application event log.  You might want to change those settings in the system tray version of inbound and run that manually and do a run to fire off processing.  Just make sure you don't run the service at the same times as the system tray.  If you use the system tray, you then don't have to remember to set the windows service version back to having no logging.

               

              Get an email sent in and see what the event log shows.  If the note is being processed, you should get a pretty good idea of what happens.