You can configure how the Issues module sends issue status e-mail messages. You can specify the time intervals at which iMIS checks for and sends issue status e-mail messages to specified customers regarding existing issues.
Selecting Start e-mail server on the Issues navigation task bar starts a timer and displays the Start E-mail Server window. iMIS then periodically checks for and sends (at the specified interval) any unsent issue status e-mail messages that have been queued by the Issues module.
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.
If your organization uses a dial-up connection to send e-mail or prefers to send issue status e-mails at specific times of day, you should select Start e-mail server as needed. You can then close the Start E-mail Server window after allowing enough time for all messages to be queued to the e-mail server. The amount of time needed to queue all messages to the e-mail server varies depending on the number of issue status updates that need to be queued.
If your organization needs to send issue status e-mail messages on a continuous basis (for example, for a 24-hour customer support center), leave the Start E-mail Server window open on a dedicated workstation. iMIS and your e-mail client software must be installed on this workstation.
You must create the E-Mail Overlay report specification before you can send issue status updates via e-mail. The text that is included in issue status e-mail messages is contained in this report specification.
In order to start the Issues e-mail server, you must specify the local e-mail profile that the Issues module uses to send issue status e-mail messages and the timer interval at which the Issues module e-mail server checks for any queued issue status update messages. You can specify any existing e-mail profile on the local machine where the e-mail client is running. The e-mail client must be MAPI-compliant (for example, Microsoft Outlook, Eudora, or Groupwise). Local e-mail profiles should be set up using the normal procedure for setting up e-mail profiles for your specific e-mail client. 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.
Note: Issue status e-mail messages are limited to 2,147,483,647 characters.
An ISSUEREQ activity record is created when an issue status message needs to be sent, either as a result of an automatic status update or when the user clicks on the View and enter issues window. The ISSUEREQ activity records are checked at the interval specified in the Timer Interval field on the Issues Set up module window. If an issue status message needs to be sent and an e-mail address for the issue status message is found in the e-mail profile specified in the E-mail Profile field on the Issues Set up module window, the issue status e-mail is queued on the e-mail server.
Note: You do not need to manually create the ISSUEREQ activity type in order to send issue status e-mail messages. You may wish to create the ISSUEREQ activity type in order to view unsent issue status update items. For information on manually creating the ISSUEREQ activity type, see Creating the ISSUEREQ activity type.
When you click E-mail field on the Profile tab of the Manage customers window for the ID associated with the issue; the ISSUEREQ activity record is not created.
, a message displays if there is no e-mail address specified in theWhen the e-mail request is queued by the e-mail client, the ISSUEREQ activity record is deleted and an entry indicating that the e-mail request was queued by the e-mail client is automatically added to the Log field on the Resolution window.
Once the issue status e-mail has been queued by the e-mail client, any errors should be logged by the e-mail system and you should follow the normal troubleshooting procedures for your e-mail system if messages are not being sent.
10.6 Production Release. Updated 3/23/2006 3:47:40 PM
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