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

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Ben Santiardo Replied

8/12/2015 at 11:48 AM

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, Senior Programmer Analyst Eastern Suffolk BOCES

Nathalie V Replied

8/12/2015 at 12:15 PM

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.

Ben Santiardo Replied

8/13/2015 at 4:40 AM

Not that I am aware of. It's an all or nothing deal.

____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES

Linda Pagillo Replied

8/13/2015 at 7:08 AM

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

Nathalie V Replied

8/13/2015 at 8:51 AM

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.

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