Help Desk and PC Inventory Software by Gritware   Gritware Support Forums
Gritware Support Forums
Register Latest Topics
 
 
 


Note: This topic is locked. No new replies will be accepted.


Reply
  Author   Comment  
PLVPS

Guest
Registered:
Posts: 11
Reply with quote  #1 
We have multiple email addresses assigned to a Requestor. Emails are separated by a semi-colon and addressees are successfully emailed ticket updates when working on the web side.
When on the client side, if I am working on a ticket and click to email the ticket information, I receive a "Unable to resolve 'smorrow@paplv.esu3.org;sbolish@paplv.esu3.org' to a valid email address". This error occurs whether I click Send or Send Interractive.

I am currently running Mouse Tracks 2007 version 6.5.0 on the client side in an Enterprise Edition.

Please advise, thanks!
thoese

Moderator
Registered:
Posts: 476
Reply with quote  #2 
A few things to test...

1. Verify a MAPI compatible client is installed and configured for the user who's logging into this computer.

2. Can you check and see if this is happening to other users who use the email function?

3. Does it happen to all ticket types or just the ones that haave multiple email separated by semicolons?

In the mean time I'll see if I can find some information specific to this error.

Thanks,
Todd

__________________
Todd @ Gritware
Other resources
Gritware.com
Knowledge Base
Web Tracks Help
PLVPS

Guest
Registered:
Posts: 11
Reply with quote  #3 
1. Verify a MAPI compatible client is installed and configured for the user who's logging into this computer.
~ A MAPI client is in place on the computer and functions normally

2. Can you check and see if this is happening to other users who use the email function?
~ All users are affected by this on the client side

3. Does it happen to all ticket types or just the ones that haave multiple email separated by semicolons?
~ The problem does not occur with multiple addresses in Ticket Types. The problem occurs with multiple addresses in the User List. On the client side, if I click to email ticket information, the To address does not fill in from the Ticket Type, it fills in from User List. For instance, I have an elementary school by the User ID of AG. Both the Principal and Secretary email addresses are listed under AG in the User List table; email addresses are separated by a semi-colon. Working on the client side, if I am in the ticket, and I click to email ticket details, both the Principal's and the Secretary's email addresses are listed in the To address field. When I click the send button, I get the error message of "Unable to resolve to a valid email address"
thoese

Moderator
Registered:
Posts: 476
Reply with quote  #4 
Hi,

The email address within the user record should be one email address. If you need this to email mutliple people you will need to create a broadcase email that sends it to the different parties.

__________________
Todd @ Gritware
Other resources
Gritware.com
Knowledge Base
Web Tracks Help
PLVPS

Guest
Registered:
Posts: 11
Reply with quote  #5 
I appreciate the information. Is there any specific reason why this works sucessfully on the web side and not on the client side?
thoese

Moderator
Registered:
Posts: 476
Reply with quote  #6 
This isn't intended either way. I'll add this as a suggestion to make the client side behave this way in the next release.

__________________
Todd @ Gritware
Other resources
Gritware.com
Knowledge Base
Web Tracks Help
PLVPS

Guest
Registered:
Posts: 11
Reply with quote  #7 
Thanks much!
thoese

Moderator
Registered:
Posts: 476
Reply with quote  #8 
Implemented in Mouse Tracks 2009 (7.0)
__________________
Todd @ Gritware
Other resources
Gritware.com
Knowledge Base
Web Tracks Help
Previous Topic | Next Topic
Print
Reply

Quick Navigation:

Easily create a Forum Website with Website Toolbox.