ST does not create tickets while importing e-mails.
Problem reported by Grzegorz Grabowski - June 29, 2016 at 5:37 AM
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.

2 Replies

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Andrea Rogers Replied
June 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? 
Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278
Grzegorz Grabowski Replied
June 30, 2016 at 12:43 AM
Yes please [274-1DDF50D2-0B22]. This ticket was created at November 2015 but the problem still exist. 

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