SMTP Failures Not Fireing Event

Problem reported by Ben Santiardo - 8/4/2015 at 5:30 AM

Submitted

I setup a Global Event of type [SMTP Delivery Failed] and I set it to use the "Default Notification Profile" which is simply a Reminder.

Strangely, I am having a problem with sending E-Mails generated from Events. The Auto-Response works fine and replies to tickets works fine. But when an event fires that generates an E-Mail is gets stuck in the spool. The SMTP Log says:
Delivery Failed For [Path To EML File]

But then I also don't get a "Reminder" informing me that SMTP Delivery Failed as I expected by the Global Event that I setup, so I never know that these E-Mails are stuck in the spool unless I manually check it.

Any advice?

____________________________________

Ben Santiardo, Senior Programmer Analyst

Eastern Suffolk BOCES

4 Replies

Reply to Thread

User Replied

8/4/2015 at 8:04 AM

Hello Ben,
Hmm... I'll test this locally here and inform you of the results but i need more info in order to be able to test.

What version of SmarterTrack?
Can you give me the exact setup for the event?
Is it a global event or just your personal event (sometimes this matters)

EDIT: Just realized you allready did mention the event type. Im going to test this in 11x and tell you my results.

Also, if you want to remove the personal information from the message. I could take a look at the message to help diagnose the problem of why its not sending if you don't mind posting it. It is curious your reminder didn't work though.

Ben Santiardo Replied

8/4/2015 at 8:37 AM

ST v11.1.5668.28194

Global Event:
Category: SMTP
Type: SMTP Delivery Failed
Action:
Type: Use My Notification Profile
Notification Profile: Default Notification Profile
From: [Changed To A Global E-Mail Address]
All Other Settings: [Default - No Changes Made]

Default Notification Profile:
Email Address: [Blank]
SMS Email Address: [Blank]
Enable Reminder: Checked

======================================
===== E-MAIL ITEM FOUND IN SPOOL =====
======================================

MIME-Version: 1.0
Content-Type: multipart/alternative;
boundary=----_SmarterMail_NextPart_0468458510775200
Date: Tue, 4 Aug 2015 08:12:40 -0400
Subject: Ticket Assigned Notification
From: [REDACTED]
Reply-To: [REDACTED]
To: [REDACTED]
Message-ID: <1374b8188e584573b31e798b48ac4ce4@SmarterTrack>
x-st-recipients: [REDACTED]
x-st-messagetype: Alert

This is a multi-part message in MIME format.

------_SmarterMail_NextPart_0468458510775200
Content-Type: text/plain;
charset=utf-8
Content-Transfer-Encoding: quoted-printable

---- New HelpDesk Ticket ----=0D=0A=0D=0APlease note that a new HelpDesk Ti=
cket has been created and/or assigned to you. Below are the details:=0D=0A=
=0D=0ATicket Number: 09D-1D5365AD-0111=0D=0ASubject: Test=0D=0ACustomer E-M=
ail: [REDACTED]=0D=0ASupport Group: (SDS) Tech Support - Level 1=
=0D=0A=0D=0Ahttp://[REDACTED]/Management/Tickets/frmTicket.asp=
x?ticketid=3D60&popup=3Dtrue

------_SmarterMail_NextPart_0468458510775200
Content-Type: text/html;
charset=utf-8
Content-Transfer-Encoding: quoted-printable

---- New HelpDesk Ticket ---- Please note that a new HelpDesk Ti=
cket has been created and/or assigned to you. Below are the details: <=
br />Ticket Number: 09D-1D5365AD-0111 Subject: Test Customer E-Ma=
il: [REDACTED] Support Group: (SDS) Tech Support - Level 1<b=
r /> http://[REDACTED]/Management/Tickets/frmTicket.aspx?=
ticketid=3D60&popup=3Dtrue

------_SmarterMail_NextPart_0468458510775200--

____________________________________

Ben Santiardo, Senior Programmer Analyst

Eastern Suffolk BOCES

User Replied

8/4/2015 at 10:06 AM

So i see that delivery failed wont trigger if it was a connection error (this is just one case, there may be others). I am not sure if this is by design but try making an event for connection failed and see if its triggering? Make sure you are logged in as an admin as well.

User Replied

8/4/2015 at 10:11 AM

if the above is not the case, and you did not get a reminder for connection failed. Another thing that could make it easier for me to diagnose this is if you have access to your log files SmarterTrack.MRS\App_Data\Logs\smtp.logs and check for errors or failures in there so that we can find more details on why the message failed to send.

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