If you have a suspicion that emails are not being sent from the System (for example, partners claim that emails are not reaching them), the first thing you can do is to check whether the emails have been forwarded from the System to the mail server. You can do this in the Reports interface using the System log (Administration) report. It is a system report and by default it is available only for System owner users without restrictions (however, other access settings for this report can be set on your particular system). The report itself looks as follows:
The same report can be used as an example for this article's purpose: suppose we exported the report via the Export to file + Send email options to alexander.druzhbin@alarislabs.com and want to make sure that the email has been sent successfully. The actions described below can help to detect any issues with sending emails, not only through the Reports interface, but also with financial data emails (invoices, rates, etc.) and outputs of various system tasks.
To do this, you need to do the following:
1. Run the System log report for the required period of time so that the From and To filters include the moment when the e-mail is supposed to be sent. Usually emails are sent not more than a few minutes after the user clicks on the button. By default the System sends queued emails every minute according to the PRV_MAIL_JOB System job schedule, which can be seen in the Administration/System jobs interface.
2. Once the report output is opened in the interface, in the Message field you should enter the email to which the report was to be sent, separating it on both sides with * mask-signs to show that the search result may contain text other than the mail address itself. In our case we need to enter the following: *alexander.druzhbin@alarislabs.com*
3. In the filtered report data, you will see a line with the Email sending operation, which will contain the corresponding email in the recipient field and the subject of the email in the subject field:
4. Check the subject line to see if it is the email you are looking for and search in the message field again, this time using the value from the record_id field in the email sending line. It is best if you format the search as follows: *record_id*81440* where 81440 is the corresponding record_id and * are masks. Searching by record_id in case of successful sending should produce the following result:
If you see the Mail successfully sent line, then the issue is not on the part of the System, but on the mail server or mailbox side.
- Issue on the mail server side. You can find out which mail server was used in the Email sending line in the mail_server_type_id field by checking which server this ID belongs to in the Administration → Outgoing email accounts interface. Among possible problems related to the mail server, there is blocking on the receiving server side. If the problem occurs with the default mail server smail.alarislabs.com, please note that this server is shipped "as is", so to avoid such problems you can add your own mail servers to the system in the Administration → Outgoing email accounts interface.
- Issue on the mailbox side. Possible ones: unchecked SPAM folder (the mail could have gotten there) or the mail could have been placed to any other folder according to the filters configured in the mailbox.
If you encounter any difficulties with investigation, you can contact Alaris Support team by creating a HelpDesk ticket, providing a description of the situation with all related System entities. However, please keep in mind that if the email has been successfully sent, it is better to proceed discussing the situation with the partner/mail server host, as there is very little that tech support can do if the source of the issue is outside the Alaris system.
AKBSMS - Alaris Knowledge Base
Related Questions:
How to confirm that emails are being sent from the System?
Letters from the System are not being delivered via email
Didn't get the report via email
Partner did not receive the invoice sent from the System
Rates were not received by partner
EDR export emails do not reach the mailbox
Link to this article: https://helpdesk.alarislabs.com/en/knowledge_base/article/303/category/142/