Is it possible to have an alert that alerts you when as email is attached to an existing item, for example when a user replies to an email you save sent from OnTime?

I presume you can use a "item changed" notification, but I was wanting somethings more sensitive, so I wouldn't have to be "notified" or "alerted" for every change. 

 

Magic 

You can create an alter that will notify the end user when anything is changed in the system which will initiate an email notification when an email message is added to the existing incident. You can also create an alert trigger to on a specific field that changes in the incident when an email is added as well. We personally have an email notification setup for the [Assigned To] user that is notified when an item is changed in which it initiates an email notification when new email messages are added to the items.

 

Thank you,

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Dragan Marceta
www.Axosoft.com

The global change notification doesn't seem to be called when an email is added to an existing item - it also seems that the notification is not sent for new emails create this way either. I also noted that they is no item in the history for an email being added

Are the "alerts" different?

I was also hoping for a way to only be notified in this specific case, not for any change.

Also under alerts it seems that most fields can be used to check for changes, but there is no option for emails being attached. Since I know of no way to change the value of any fields when an email is attached I don't know how to get an alert.

So currently I actually have no way of being notified of items begin created or modeifed by emails at all.

You guys seem to get notifications - so either I don't understand your explanation, or there is a bug. 

 

Actually I might have solved the problem. It seems that notifications aren't sent when the email accounts are manually checked when going to "Manage Email Accounts". Is this true?

I was initially using this alot since I was forwarding emails from Outlook to OnTime. ( I hope you are planning to allow us to drag drop or similar soon)

The email notifications are still sent to the proper users even when you click on Check Now under the Email Accounts window. Would it be possible if we could take a look at this problem remotely via gotomeeting by any chance? I am unable to determine what could be the root cause to this issue.

Thank you,

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Dragan Marceta
www.Axosoft.com

Currently the notifications are just set up to go to me. ( we are still testing this in part ). Is it possible that if it was me that pressed "Check now" then notifications wouldn't be sent to me since we have the option to not send notifications to the user who initiated the change. This makes some sense - and would not be a problem if this was so.

I'm not sure about how to do "gotomeeting"- you will have to tell me. And it is possible that there might need to be some security settings that need changing possibly.

I'll wait for you reply, and continue to monitor the behaviour at this end to verify my theory before considering gotomeeting. 

Thanks 

I don’t think that’s the root cause to this problem. I have just tested this scenario on our end with selecting the “check now” button and I was able to receive the desired email notification. The "Do not send a notification to the use who causes the notification" is only applicable for actual items that are stored in the OnTime database (this option was also selected in my testing). Please make sure that you have added your user name as the person who is getting notified for new and changed items for the particular project that the email service is importing new items into.

Thank you,

 

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Dragan Marceta
www.Axosoft.com

Yes - I have the global notifications for new and changed items to send to me.

I just tested both scenarios again.

- when I click check now there are no notifications

- when I wait for the system to check for emails, then I get notifications

( I also check exchange mail tracker to make sure emails weren't getting lost) 

Thanks

M 

 

What happens if you uncheck the “Do not send a notification to the user who causes the notification” and click on Check Now? Do you get any email notifications when new items are added to the database?

Thank you,

 

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Dragan Marceta
www.Axosoft.com

Yes - it works when I untick "Don't send notifications to the user who causes the notifications" and then press "check now"

 

Thanks

M 

My mistake, just noticed that I was logged in as the administrator of OnTime instead of my user name. Suppressing the notifications will also suppress the notifications when selecting Check Now in the email accounts section of OnTime.

Thank you,

 

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Dragan Marceta
www.Axosoft.com