Emailing Smarter Track 9 ticket queue, randomly reaches the queue.

Hello,

I am running SmarterTrack Enterprise Edition Version 9.5.5091, with an Exchange 2010 server. When we email one of the ticket queues in Smarter Track sometimes the emails reach the queue and sometimes they do not. When I test the POP and SMTP settings from Org/Department settings menu, they pass. When I change the SMTP setting to Enable "SMTP authentication" the credentials fail. I'm unsure as to why. The same credentials allow me access to the account we have setup. The error failed to connect to SMTP server is displayed. I'm looking for any direction on troubleshooting the cause.

Employee Replied

1/14/2014 at 12:38 PM

Employee Post

Hi,

You can take a look at your SMTP logs under Settings | System settings | Log Settings | View tab. There you can see if there are any specific error when SmarterTrack tried to connect to your Exchange server.

Robert LaMear Replied

1/14/2014 at 1:27 PM

If we have the option for "Enable ticket importing from POP" selected, would this be how the system imports tickets always? Does it try via SMTP if POP importing fails? It never fails at via POP when importing. It just never updates either. I have confirmed that the mail is reaching the Exchange server inbox. I do not see any related errors in the error.log file either.

Employee Replied

1/14/2014 at 3:44 PM

Employee Post Marked As Answer

SmarterTrack will only import via POP, SMTP is used for sending only. At this point if you need additional help with this issue I would suggest to open up a support ticket and our support staff will be able to help you resolve this issue.

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