We have setup an email support address which customers will be able to email their support request to. The E-Mail service is set to check for new messages every 2 minutes and during testing has always found a new message and added it to the database OK. However, it only sometimes will autorespond to the sender. If we reply to the email from ...

I have two questions.  1.  We are not receiving email notifications when new Bugs are created using the Customer Portal.  I receive an email; however, the other coworkers that should receive the email notification are not.  I went to Bugs/Defects> Manage Workflows> Defects Workflow> Defect Found, and then I have ...

Hi Guys, This is my first post and have been using the software only a few months now. I've been reading on the forum far back as July 2007 that people have been requesting email reply notification. We have started using the incident tracking facility but i must say its very hard to know when a customer has emailed back to your reply. We ...

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 ...

Hello Rwood, 1) To automatically assign the value of uthe Severity field, or any field at all, you can use either Field Templates or Workflow Steps. You mention setting the Severity level 'to email', but I'm not sure what you mean by that since fields exist for Items, not for emails.Without going too much into each of those configurations, ...

Hi, I have OnTime Web (7.1.1.7329) running on a server that also runs the OnTimeEmailService. They both use the same OnTime.config file. When I start the Email Service it runs ok but, after a day or so, it stops retrieving email. I can then foce ontime to check the email throught the Manager Email Accounts->Check Now. After I restart the ...

My company uses Lotus Notes with Domino's for email and it's my understanding that OnTime does not support Notes. But I thought I could get it to work with my gmail account, but it isn't.  I've installed OnTime 7.1.1.7329, and the corresponding services package for email support, but I can't seem to get it going.  I've visited the Email ...

Hello - I've recently updated from OnTime 2006 to Ontime 2007 and am no longer able to send alerts. I have used the 'Email Notification' tools to check my settings and test the functionality. However, the testing of this does not succeed and refers me to the exception log. I'm not exactly certain how to check the exception log but I have ...

I believe that this feature will assist to prevent undeliverable mails to postmaster.Path: Tools > Manage Email Accounts > Edit Account > New Item SettingsFill in the free text field ''Ignore messages where the subject contains'' What is the format for the entries in to this field and what are the separators, please?Will the following ...

I think I have at least a lead on the issue.  This is actually a client that I am doing some IT work for and it turns out they recently switched from one ISP to another.  The Axosoft installation was trying to send email out through an account (which still exists) at the old ISP, but is doing so through the new ISP's network.  ...

I have read through other posts about email not being sent and none of them seem to apply to my situation.  Here is what I have: Server Hardware: 2 Intel Xeon 2.2 Ghz CPUsOS: Microsoft Windows 2000 SP4OnTime: 7.0.2.7191 (machine had OnTime 2006, which was uninstalled before 2007 was installed).Problem: Since the upgrade to 2007, no email ...

I have shown the steps I used to allow POP3 access for exchange - this is the only way I know of doing this at the moment - most of the stuff is related to configuring exchange. http://community.axosoft.com/forums/thread/11217.aspx

We currently do not have a postmaster account set up on our Exchange Server, to avoid spamming. As a result when mails are sent from OnTime to the postmaster account we are having defects created from the returned mails: Your message To: postmaster@xyz.com Subject: OnTime Alert: New Email Message added to Defect ID 3283 Sent: Sat, 12 May 2007 ...

I think I found out how to do it my self. The way I did it is to enable Pop3 access of exchange. By default with exchange server (2003 I think) there is a pop3 service (under administrative tasks- services) which is off. I enabled this. Then I made sure that the user I was login in have pop3 protocol enabled (on 2003 its under server management ...

Sue;  Do work around this you would want a solution outside of OnTime. What I do with our support email box, is I have some rules setup on the box itself to handle messages I don't want to receive back. For example, we receive some non-support related mails for other services in to the support mail address. These have rules setup to forward ...