Informing Customers of Issue Status
The Issues module enables your organization to send messages concerning issue status via e-mail to keep your customers informed about the status of important issues.
Note: Your administrator must configure iMIS to send Issues module e-mails.
Sending Issue Status Update Messages via E-mail
You can send Issue status update e-mails to customers about the issues they have submitted.
When you select an issue from the View and enter issues window, the issue status update message is put in the issue update queue.
Note: If there is no Customer Profile e-mail address specified for the submitting customer, a message indicating that an e-mail address could not be found is displayed below the issue list.
When you select Start E-mail server from the navigation task bar in the Issues module, issue status update messages are queued to the e-mail client using the profile specified by your administrator.
Note: If an error message is displayed when trying to send status updates, confirm that your administrator has defined an E-Mail Overlay report.
Note: Your administrator must assign you a Sys mgmt authorization level of two (2) or higher to start the e-mail server.
When the issue status update message is queued to the e-mail client, a log entry indicating this is made automatically.
Note: If the issue status update message was successfully queued to the e-mail client but was not sent, you should check your e-mail client to determine the cause of the problem.
To queue an issue status update e-mail
1. From Issues, select View and enter issues to display the View and enter issues window.
2. Find the issue. See To search for issues for information on searching for issues.
3. Select the issue.
4. Click Send Current Status. A message indicating that the reply request was queued displays below the issue list if the issue was successfully queued. If an error message displays, refer to Troubleshooting E-mail Problems.
To send queued issue status updates
1. From Issues, select Start e-mail server on the Issues task list. The Start E-mail Server window opens.
If the Timer Interval field on the Issues Set up module window is blank, an error message displays when you select Start e-mail server from the Issues task list.
After you select Start e-mail server, the timer continues to run as long as the Start E-mail Server window is open. If you close the Start E-mail Server window, the timer stops and no additional issue status e-mail messages will be sent until you select Start e-mail server again.
2. Click Send Now to send queued issue status updates immediately.
Note: If you do not click Send Now, any queued issue status update messages will be sent after the time period specified by your administrator.