SmarterTrack - Where are the detailed email logs stored?
Question asked by Nathalie V - 8/12/2015 at 6:41 AM
Unanswered
We're noticing an issue where SmarterTrack 10.x  is not showing all inbound emails. For example, our monitoring system sends alerts to our Smartermail email address.

We see these alerts come into the mailbox, they are then auto-deleted when Smartermail POP's the email account, but a good portion of these alerts don't show up in any queues.
 
I checked the "Spool - Incoming" logs but they don't show up there (those logs mainly show bounce-backs or auto replies)
 
 
Where would I look to get more information about these missing emails?
 
 
Thank you
 

5 Replies

Reply to Thread
0
Ben Santiardo Replied
Are these automated messages coming in with the same subject and/or body? There is a setting in v10.x of ST "Enable duplicate email check when importing tickets" (http://help.smartertools.com/SmarterTrack/v10/Default.aspx?qq=%2fSmarterTrack%2fv10%2fTopics%2fSettings%2fSystemSettings%2fTickets%2fTicketSettings.aspx). If this setting is on, then maybe it is possible that ST sees these tickets as duplicates and is removing them before they get processed by the system...?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
0
Nathalie V Replied
Is there a way to exempt certain sender email addresses?

Ideally we'd like to keep this setting as we do want to avoid autoresponder loops, but there are going to be legitimate emails that SmarterTrack will see as duplicates, if that is the case here.
0
Ben Santiardo Replied
Not that I am aware of. It's an all or nothing deal.
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
1
Linda Pagillo Replied
Hi Nathalie. The logs for SmarterTrack are located in \Smartertrack\MRS\App_Data\Logs
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
0
Nathalie V Replied
The logs at \Smartertrack\MRS\App_Data\Logs don't appear to be very detailed in terms of each message's handling.
 
The alerts that come in to SmarterTrack are not 100% identical, so I don't know if the "Enable duplicate email check" is even the actual issue, unless it's only looking at the sender email address.
 
 
 

Reply to Thread