Troubleshooting E-mail Problems
■ If there is no e-mail address for the ID associated with the issue status update message, a message displays and the ISSUEREQ activity record is not deleted.
■ When the Issues module is set to send issue status messages via e-mail, the ISSUEREQ activity records are checked at the interval specified by the Timer Interval field on the Issues Set up module window. An entry is automatically added to the Log field on the issue’s Resolution window and the ISSUEREQ activity record is deleted if the issue status e-mail was successfully queued to the e-mail client.
Note: You must specify the timer interval (in minutes) for the Issues e-mail server or an error message displays when you select Start e-mail server from the Issues task list.
■ If the Log field on the issue’s Resolution window indicates that the issue status e-mail was successfully queued to the e-mail client, you should check the e-mail profile’s Sent folder to see if the issue status e-mail was sent. If the issue status e-mail was not sent, you should check your e-mail client to determine why the e-mail was not sent.
To troubleshoot e-mail problems
1. Check the Log field on the issue’s Resolution window to see if there is an entry indicating that the issue status e-mail was successfully queued to the e-mail client.
□ If the issue status e-mail was not successfully queued to the e-mail client, ensure that the proper e-mail profile is specified in the E-mail Profile field on the Issues Set up module window, and ensure that the e-mail client is running on the local machine where iMIS is running.
Note: 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 is sent until you select Start e-mail server again.
2. If the issue status e-mail was successfully queued to the e-mail client, check the e-mail client’s Sent folder to see if the message was sent.
□ If the message was sent, see if a delivery failure message was received. If a delivery failure message was received, attempt to determine the cause of the delivery failure (for example, a bad e-mail address or an unavailable host).
3. If the issue status e-mail was successfully queued to the e-mail client but was not sent, check the e-mail client to determine why the issue status e-mail was not sent.