ST does not create tickets while importing e-mails.

Problem reported by Grzegorz Grabowski - 6/29/2016 at 5:37 AM

Submitted

I have big, big problem.
ST v.11.4.5822 does not create tickets. This does not happen always sometimes twice a day but it is still problem.

I look through the logs and there is sth like this

20:51:23 ==================================
20:51:23 Starting Ticket Import Session For 1 Messages
20:51:23 -------------------
20:51:23 Started Handling Message
20:51:23 Pop Department: Urlopy Recordati
20:51:23 File path\name: C:\Program Files (x86)\SmarterTools\SmarterTrack\MRS\App_Data\Spool\in-122\21ba5fd2831a41e7b0a7c520493b5fe5.eml
20:51:23 Completed Ticket Import Session
20:51:23 ==================================

20:55:41 ==================================
20:55:41 Starting Ticket Import Session For 1 Messages
20:55:41 -------------------
20:55:41 Started Handling Message
20:55:41 Pop Department: Urlopy Recordati
20:55:41 File path\name: C:\Program Files (x86)\SmarterTools\SmarterTrack\MRS\App_Data\Spool\in-122\3a907636fa2a4eba82dc4151ff69c1ad.eml
20:55:41 Completed Ticket Import Session
20:55:41 ==================================

ST closed Ticket Import Session before it created a ticket. What is going on? Hot to find the solution of this problem. I asked SmarterTools support but they don't know what is the cause. Emails seems to be identical like others.

4 Replies

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Andrea Free Replied

6/29/2016 at 2:31 PM

Employee Post

Hello Grzegorz,

Sorry your SmarterTrack installation isn't importing tickets as expected. You mentioned that you reached out to our support team, but I was unable to find any recent communications from your name or domain. Do you happen to have your support ticket number or the email address it was submitted under?

Thanks!

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Grzegorz Grabowski Replied

6/30/2016 at 12:43 AM

Yes please [274-1DDF50D2-0B22]. This ticket was created at November 2015 but the problem still exist.

Andrea Free Replied

6/30/2016 at 11:53 AM

Employee Post

Thanks for providing the ticket number! In reviewing this, it looks this ticket was closed after you reported the issue was fixed with a version update. If you're experiencing this issue, please reply to the support ticket so our technicians can continue looking into this. You can find the ticket by clicking on the Tickets button above. Look for the ticket with the subject, "Disappearing emails." Thanks!

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Grzegorz Grabowski Replied

7/1/2016 at 1:03 AM

So it seemed because before the upgrade ST do not imported at all. You were not able to help and you do not know what was happening so that's why I wrote on the forum. For this reason we have not extended support. So I cannot write there.

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