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Why aren't the changes I am making to my settings using the setup program taking effect?
rt the CommitServer service for the changes to take effect.
Why aren't emails being pulled from the Incoming Email mailbox?
| 1. | Make sure the email address you defined as the incoming mailbox is not being used anywhere else in the settings. For example, it should not be used for the backup or error mailboxes, or the "response reply-to" address. |
| 2. | Make sure you have allowed the Email Connector Service in your Windows' Server DEP settings. |
| 3. | While working on the same server where CommitServer is installed, try sending an email using a standard email client (like Outlook® Express) – use the same Hostname (or IP), Port, User Name and Password as you've set for the Commit Server and make sure the email gets sent. (This test is completely disconnected from Commit, but enables you to check whether the email address is working at all.) |
Why are new Tickets being created from client replies to the Email Connector Response email threads?
The reply-to address which is used in the response emails sent by the Email Connector is taken from the Internal Support Email address. Make sure the Internal Support Email is different from the Email Connector's Incoming Email address.
Why do attached emails only open in Outlook Express?
Commit stores the incoming emails used for creating new Tickets in the folder that was selected during the setup phase (set by running the ServerConfig.exe utility).
The email is stored in the exact form it was received from the mail server, without any modifications to it. Apparently, Outlook Express is able to work with native formatted email message files (.eml) and knows how to parse and display them (there may be additional email applications that can handle this). However, MS-Outlook (the email client included with MS-Office) uses a proprietary file format (.msg) which is also related to the format used by Microsoft Exchange. Therefore, other email clients cannot view these emails.
Note that the first time you open an .eml file you may be prompted to set up Outlook Express. Click Cancel, and the files will be opened anyways.
Why can't I see email attachments on emails that are opened in Outlook Express?
If you are not able to view attachments in messages opened in Outlook Express, you should check the settings to see if they are configured to hide attachments for security reasons.
To allow viewing attachments, open Outlook Express and go to Tools > Options > Security tab. Deselect the "Do not allow attachments to be saved or opened that could potentially be a virus" checkbox. Now you should be able to open and view attachments.
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