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- 6.0.3 Beta Helpdesk Not sending email responses
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‎10-15-2015 04:30 AM
Started working with the helpdesk in 6.0.3 (Love it so far) but I am running into issues somewhere with the email setup.
I have the email account setup in the settings (A tester gmail account). The email account status shows green check marks under both incoming and outgoing servers. Looking in Gmail I see the _ignore and _archive folders the helpdesk created.Sending an email to that address creates a ticket successfully, Checking in Gmail shows the message moved to the _archive folder. However when adding a public note to the ticket, there does not seem to be a response email sent out. Error.log shows no error messages, gmail shows no sent messages... Just... nothing.
I have double and triple checked the email account settings, so I really feel like I'm probably just missing some check box somewhere to tell the helpdesk to actually SEND email responses or something similarly simple. Any suggestions? (Or at least suggestions for troubleshooting? There doesn't seem to be a way to send a test email from the helpdesk email account settings like there is for the email reports section, and again, I'm not seeing any errors in the error.log file either.)
I have the email account setup in the settings (A tester gmail account). The email account status shows green check marks under both incoming and outgoing servers. Looking in Gmail I see the _ignore and _archive folders the helpdesk created.Sending an email to that address creates a ticket successfully, Checking in Gmail shows the message moved to the _archive folder. However when adding a public note to the ticket, there does not seem to be a response email sent out. Error.log shows no error messages, gmail shows no sent messages... Just... nothing.
I have double and triple checked the email account settings, so I really feel like I'm probably just missing some check box somewhere to tell the helpdesk to actually SEND email responses or something similarly simple. Any suggestions? (Or at least suggestions for troubleshooting? There doesn't seem to be a way to send a test email from the helpdesk email account settings like there is for the email reports section, and again, I'm not seeing any errors in the error.log file either.)
Solved! Go to Solution.
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‎05-20-2016 02:22 PM
There are no known issues with outgoing email at this point. Anyone experiencing email issues, please make sure you are running the latest Lansweeper release first (6.0.0.22 at the moment) and double-check that the incoming and outgoing email checks are green under Configuration\E-mail Settings. If they are, if you are sending public replies and if the user who submitted the ticket is still not receiving the responses, please contact support@lansweeper.com so we can troubleshoot via email.
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‎10-16-2015 04:20 PM
I sent this issue to them a few days ago and I got a reply back verifying that it is a known issue and will be resolved in the next beta release. Hopefully it's soon, this is a pretty big problem.
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‎10-16-2015 11:00 AM
+1 with the same problem.
In the version 6.01 it's everything fine about mail configuration!
In the version 6.01 it's everything fine about mail configuration!
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‎10-15-2015 08:44 AM
Please send all beta questions to support@lansweeper.com with "beta " in the subject.
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