Hi,

When one of my OnTime 2008 users creates a new Incident and assigns it to someone, the assignee does not receive email notification even though I've set it up that way.

When any other user creates an incident (or defect or task or feature) the assignee gets notified via email. We only do not receive email when the one user creates an OnTime ticket.

Does anyone have any ideas how I might troubleshoot this?

Note: this same problem occured in 2007 as well.

-Charles 

Hello Charles,

There could be a couple different reasons why that's happening, and it'll take a little investigating for you and I to figure out the exact cause. 

My first impression, if all other email notifications are working, is that perhaps email relaying isn't configured on your mail server for that one user's workstation.  If you try to generate a notification with this one user, and it doesn't send, is there any correlating error logged in your OnTime Exception Viewer? You can check by going to "Help>Exception Viewer". Copy the error message, if any, into your reply.

Most likely you'll have some kind of server error from your mail server. If that's the case, you may just need to enable relaying from that user's workstation through your SMTP server.

Thanks for your reply.

Here's what I have determined, I'll let you form your own hypothesis:

When we configure the global email notification settings (in OnTime 2008 Windows) so that the email server does not require authentication most people are able to send email. This one user however can't send email when the OnTime 2008 is configured that way.

When we check the "server requires authentication" checkbox and enter one of our login identities and passwords in the global settings for OnTime Email Notification, it seems to work for him.

Why would others be allowed to send email without authentication and only the one user require it? Strange.

Hello,

That is very strange indeed.The only thought I can offer is that his workstation is not permitted to relay emails to your mail server, but when the authentication is used your server accepts his mail. In any case, I'm glad to hear you have him working now, and I recommend looking at your SMTP relaying permissions.