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,  I've managed to get email notifications to work when they're sent to me, however, customers don't receive notifications, despite ticking 'Notify customer of changes'. I have tried switching to using the email queue but this doesn't seem to work at all at the moment - even I don't get emails then. Is there a log file for the email queue ...

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 ...

Thanks Tom, My question about ''subject masks'' was, to add a filter, to avoid that OnTime creates for each new email, a new item in the database. I'm not talking about responses to already created items.   I have read the Administrator's Guid, but not every detail is explained.  Thanks Eric

I have tried to find some more informations about the Email ticket system and service. But I didn't find all informations. 1. Does the email account needs to be a dedicated (support) email account? 2. If not, how treats OnTime the email messages on the SMTP server?   If the emails are keep on ther server, how does the service know if the ...

I'm looking to find a way where we can automatically re-open a closed incident when an email message is added.  Right now we will still get the email notification informing the assigned user that an email has been added, but it would be nice not to have to remove the filter, find the closed incident and then change the workflow to ...

Hello Nick,   The OnTime application currently allows you to specify which fields are displayed in the actual email notifications. This option is located under Tools > Email Notifications > Fields to Include section. As for the customer portal email notifications the functionality is a bit limited and it won’t allow you to ...

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 ...

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 ...

Hi Dragan - is the test message not also relayed ? I'm trying to understand why the test message would work but not the global or other activtiy generated notifications. Thanks

Since we've updated to 2007 email notifications have stopped working. Can anyone suggest where to start troubleshooting? The ''Send Test Email'' button in the ''Email Notification Services'' seems to work when you look at the test results - problem is, the email never arrives. I understand these types of notifications have nothing to do with ...

Please make sure that you are able to relay email messages to the mail server from the workstations and or servers that have OnTime installed. Verify that you are able to receive test email messages within the OnTime application. If this still doesn’t resolve your problem, then you may want to check the mail server logs to see if the email ...

Please make sure that relaying is enabled on the mail server for the workstation that is not sending out any email notifications. Using the windows client of OnTime, the email relaying is done from the actual workstation.  If that’s not the case, please make sure that there aren’t any security applications on the local workstation that could ...

Please make sure that you have unchecked the option to “Suppress all Notifications” under Tools > Email Notifications > Email Configuration window. Verify that your email server SMPT settings are correct by clicking on the “Test” button which will allow you to send a test email notification message. Relaying to the mail server also must be ...