eclipse outbound email frequently asked questions -...
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Eclipse – Outbound Email Frequently Asked Questions
Copyright © Epicor Software Corporation 2015. All rights reserved.
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Contents
How can I tell where in Eclipse to find the FROM address ........................................................................... 3
Why are emails from Eclipse arriving with seemingly random ‘From’ addresses? ...................................... 3
Why do all my emails have the same From Address Office 365 Customers ................................................ 4
Office 365 Customers ................................................................................................................................ 4
Can I Email Attachments in Eterm? .............................................................................................................. 4
Can I email more than one attachment? ...................................................................................................... 5
For old-style forms .................................................................................................................................... 5
For Eclipse Forms ...................................................................................................................................... 5
Why do some Customers not Receive Emails? ............................................................................................. 6
I'm Sending HTML emails - Where Do I Define the Logo? ............................................................................ 6
Bad .tif sent with disable Tiff/PDF output setup on Customer record ......................................................... 6
Send a report writer via email in Eterm ........................................................................................................ 7
Email Print Style hierarchy ............................................................................................................................ 7
What are the Pros and Cons to using the Tiff Format .................................................................................. 8
Why do my HTML Sales Orders look ok on the screen, but when I print them the right side of the page is
cut off? .......................................................................................................................................................... 9
Why is every Outbound Email being copied to a different address than the recipient ............................... 9
Errors Received when Emailing Scheduled Reports in Eclipse Report Writer .............................................. 9
Email Statement in Solar Failing ................................................................................................................. 10
Why is my Logo not showing when sending statement ......................................................................... 10
Activity Triggers........................................................................................................................................... 10
Setup a trigger for every customer ......................................................................................................... 11
Why do I setup Email Stmt-Inv Lieu of Prt trigger, statement is mailed, invoices are not ..................... 11
Can two identical triggers be used in Eclipse for sending email to two different addresses? ............... 12
Why aren't my Scheduled Activity Triggers emailing ............................................................................. 12
Activity Trigger Default Inherit ................................................................................................................ 12
How do I use the Calling Queue Activity Triggers ................................................................................... 12
SEND@CONTACT Activity Trigger Setups ........................................................................................... 14
AUTO / SEND@CONTACT / SEND@CUSTOMER features on an Activity Trigger .................................... 15
Eclipse – Outbound Email Frequently Asked Questions
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Can I create 1 email with statement & invoices, not multiple emails ........................................................ 15
Why do all my emails have JetPCL watermark on image ........................................................................... 17
Why does emailing invoices with signatures results in error: Dynamic Picture Cannot Load .................... 17
Eclipse – Outbound Email Frequently Asked Questions
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How can I tell where in Eclipse to find the FROM address
The Default From Address can be setup in a couple places.
The FROM address on emails from Eclipse follow a hierarchy.
If you are manually emailing an invoice from sales order entry…
First the system looks first at the email address in the user file of the person
emailing the invoice.
F2-System > F - System Files... > U - User Control... > U - User Maintenance
> Alt + A > Alt + M
If there is nothing in that file…
Eclipse will look to the control file: Default E-mail From Name
F2-System > F - System Files... > C - Control Maintenance > Keyword: FROM
Select Email ~ Default Email From Name
If the system does not find an address in either field…
Eclipse will look to the User Record and will generate an email address from the
Eclipse user ID + @companyname.com
If you are automatically sending emails, Eclipse will use the From address on the
activity trigger on the customer record.
F1-Files > C - Customer > load customer > Add'l Info - Alt + A > Activity
Trigger - Alt + T > Activity Props - Alt + P > Options - Alt + O > Send E-mail
Options
The software looks to the customer record first, if there is no From email listed it
then looks to the control file.
The Activity Trigger on a customer record is generally the culprit when seeing an
unexpected FROM address.
Why are emails from Eclipse arriving with seemingly random ‘From’
addresses?
The system will use the eclipse login or the login of the person who started the
process which generated the email @ the company domain name if there is no
Eclipse – Outbound Email Frequently Asked Questions
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default from address for that user or a default from address set in the control ‘Email
Default from Name’.
Note: When setting up activity triggers that generate emails, if the user that adds the
activity trigger has an email address on their user record, the users email will be
what is used when the activity trigger is fired. The same default hierarchy for the
email from address is used for email activity triggers. This can be an issue with
batch statements being sent with various from addresses based on the user that
entered the activity trigger. To avoid this and keep the email from address the same
on all emails sent via the trigger, enter in the from address when setting up the
trigger.
On the email activity properties, select alt O to get to the options. The options screen
allows you to enter the From address.
Why do all my emails have the same From Address Office 365 Customers
Office 365 Customers
There are known Outbound Email issues with Office 365 as an email provider.
Office 365 requires username/password authentication to send email outside of the
company domain. Eclipse relays all emails to Office 365. The “From” address has to
match the username/password. Typically, customers are setup with only ONE email
address with Office 365.
Resolution
Customer will need to work with Office 365 on getting more than just the one email
address to authenticate on emails sent from Eclipse. Once they have setup more
email addresses the control record Default From can be cleared, and each User ID
will need to have their email address inserted.
Can I Email Attachments in Eterm?
It is a common request from customers to ask if its possible for Eterm or Solar to be
able to email customer their orders and the attachments that are on that order, all in
one email. Currently Eterm or Solar do not have this ability. The workaround is to
Eclipse – Outbound Email Frequently Asked Questions
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have the user copy the image onto their computer and email that image via MS
Outlook.
Some customers have asked to be able to send an attachment with the monthly
statements or invoices that is announcing an upcoming sale or special event etc.
There is no way to add a specified attachment as indicated in paragraph 1, but they
can get creative and accomplish a similiar result. If the information that they want to
provide to their customers exists on their website (a page that talks about the special
event, sale etc) they can add text to the email body when sending the emails (batch
invoices or batch statements) that includes the url link.
Can I email more than one attachment?
For old-style forms
At this time Eclipse only supports single TXT, HTML, or PDF attachments. Only
one attachment per email.
For Eclipse Forms
Beginning with 8.7.2, the system can be set up to send invoices in batches when
using the "Batch Invoices in lieu of Print" trigger. This will work for both "E-Mail Sale
Doc" and "E-Mail Sales Doc HTML" activity.
You must set a control maintenance record, assign the kind of attachments to use,
and indicate in the forms setup how many attachments for the system to use.
Control File: Grouping Method for Emailed Batch Invoices (default value:
Single)
"Single" will result in a one-for-one email: sends multiple email, each
with an individual invoice as the attachment.
"Multiple" will result in one-for-multiple email: sends one email with an
attachment containing multiple invoices. It will NOT attach multiple
single-invoice attachments.
You can also set it per Customer within Customer Maint > Pricing >
Grouping Method for Emailed Batch Invoices.
Eclipse – Outbound Email Frequently Asked Questions
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You can manage the attachment file-size by setting the
number of invoices within each attachment.
In Eclipse Forms Setup > Documents Per Batch
Set the number of invoices included in each attachment.
If left blank, the default value is 10.
When reaching the limit, additional emails will be sent for the balance
of the invoices, each attachment having no more than dictated here.
Why do some Customers not Receive Emails?
Another common issue mentioned is that most customers receive emails, but a
handful do not. If even some customers are receiving emails from Eterm then the
system is setup to properly send out email packets to their exchange server and the
emails then go to there intended destination. If outbound email was not properly
configure NO emails would go out at all. Most likely emails are being sent from
Eterm and then are blocked by the recipients spam filter. Explain to our customer
that they will have to contact their customer and have them WHITELIST the domain
name.
You can verify the default From: address in Eterm under F2 > F > C > keyword =
Default E-mail From Name, this is the domain name that needs to be
WHITELISTED.
I'm Sending HTML emails - Where Do I Define the Logo?
The logo location is set in the control record (system>system files>control
maintenance) "branch specific e-mail html logos". Each branch needs to be set with
the desired logo that is accessible on the web. i.e.
Bad .tif sent with disable Tiff/PDF output setup on Customer record
Issue: Bad .tif sent with disable Tiff/PDF output setup on Customer record
Resolution: This is an issue with VSIFAX. Please open a request with the Eclipse
UNIX Team to address
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Send a report writer via email in Eterm
1. Go to the report writer screen (F2-M or F8-F2-R)
2. Enter the design ID of the report writer
3. Alt R (Run)
4. Alt O (Opts)
5. Pick the Scheduling option – enter the scheduling criteria
6. Escape out
7. Then Alt O again
8. Pick E-Mail
9. Enter email address, subject and put something in the body of the email
10. Escape out
11. Then alt H
This should put the report into the phantom for the date/time specified. An email
should be received with an attachment as well as the report being sent to the hold
file.
NOTE: Scheduling MUST be done first or the email does not get sent.
Email Print Style hierarchy
The standard hierarchy for finding the print style is that the forms program obeys the
print style input by the user through the Sales Order Entry Order Reprinting Options
screen (press Alt P from the Order Status screen).
If the order isn’t a reprint, the forms program looks at the Sales Order Entry header
screen for a print style override. If the print style isn’t overridden, it uses the print
style that was assigned to the Ship To customer (this is located on the pricing
screen of customer maintenance). If that’s blank, it uses the print style assigned to
the Bill To customer. If it still can’t find a print style, it uses the print style assigned in
the control record ‘Default E-mail Print Styles’. If this control record is blank, it uses
‘MBX.SDOCS’ for Invoices, Bids, Ship Tickets and Acknowledgements and
‘MBX.PO’ for PO’s, Direct PO’s and Bid PO’s. If those print styles don’t exist, it uses
the print style called ‘DEFAULT’. If that print style doesn’t exist, it sends the e-mail
form with one pricing column using NET pricing.
Eclipse – Outbound Email Frequently Asked Questions
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The path to view or setup print styles within Eclipse is: F2 – System > F – System
Files > P – Printer Setup > Y – Print Style Maintenance.
What are the Pros and Cons to using the Tiff Format
Tiff format
Pros:A .tiff image is rendered and attached to the email which is an exact replica of
printed forms.
Any changes made to printed forms are immediately reflected in email forms.
All details included on printed forms can now be sent via email including signatures.
This will provide complete consistency between printed and emailed forms. Look
and feel, content etc….
Cons: A small percentage of customers will not be able to receive .tiff images
Typically this occurs when a firewall has been set to allow only specific file
attachments and .tiff images were not included in the formats allowed.. In this case
minor adjustments of the firewall will allow the images to pass.
Also there may be customers which have older operating systems (older then
Windows 95) or who do not have the programs needed to view .tiff images installed.
For the latter, the user’s IT personnel should be able to install or grant access to the
needed programs.
Information contained in a .tiff image cannot be copied and pasted to separate
applications, such as Word or Excel.
Slightly larger file sizes than text or HTML emails.
HTML/ Plain Text format
Pros: There are very few customers who cannot receive one or both of these
formats
Text can be copied and pasted to a number of other programs.
Cons:Changes made to printed forms are not reflected in email forms. Email forms
must be modified IN ADDITION to printed forms and will be quoted accordingly.
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Custom modifications charges will apply to have both HTML and Plain Text forms
modified to match printed forms.
NOTE Custom Programming is needed because almost 100% of the time our
customers printed forms are custom. They are coded specifically to our customers
needs at Go-Live. As such when we install our standard email forms the almost
NEVER match the printed forms on site. I cannot stress enough that this needs to be
made perfectly clear when discussing Outbound Email with a customer. I
understand that this is an obstacle in the sales cycle, but is necessary to prevent
surprises that make our customers very angry.
Why do my HTML Sales Orders look ok on the screen, but when I print
them the right side of the page is cut off?
The logo set in the ‘HTML logo’ Control file must be now wider than 430 pixels or the
order will not print properly.
Why is every Outbound Email being copied to a different address than
the recipient
Q. I find that Eclipse system is sending out a copy of every Outbound email (no
matter it is a SO, PO or even a bid) to one of our email address [email protected]. I
want to find out where is this set and can I turn it off?
A. There is a control record “Outbound E-mail Log”. This will send a BCC of the
email to the email address listed in the Control Record. If this is blank then no BCC
is sent. Remove the email address from that control record and it will stop copying
the email to that address.
Errors Received when Emailing Scheduled Reports in Eclipse Report
Writer
ERROR: Report Scheduling was unable to email the report to: email address due to
Error calling Web Service: http://Eclipse Server
IP:2080/reporting/client/EISWebService
Eclipse – Outbound Email Frequently Asked Questions
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SOLUTIONS: Look at the title of the report, this error has been reported when the
report title includes an &
Email Statement in Solar Failing
Problem: When emailing a statement in Solar, the email does not get sent or
resulting email is nothing but special characters. This may be an issue reported as a
problem for only a couple of users. The same user should be able to email the
statement in Eterm without a problem.
Solution: This has been found to be an issue with using the email button or icon on
the print statement window. Have the user test sending the email by choosing
File>send email instead of clicking the button. If that method succeeds, the
button/icon has become corrupt and needs to be re-added. In the print statement
window, select User Tools -- select email on the right and choose to remove. Save
the changes. Go back to user tools and add the email button back. Save the
changes and test.
Why is my Logo not showing when sending statement
Check to see how emails are currently being sent. Go to the control record "email
attachment settings" - see what the statements are set to. F2>F>C keyword e-mail
attach e-mail attachment settings
If the printed statement has the logo (and it's not pre-printed on the paper), setting
the control record to "pdf of print form" should resolve --need to test to see.
If changing the e-mail settings does not give a resolution, you will need to contact
either of these two teams:
Eclipse Customs Team if you are a Non Forms customer
Eclipse Trans Team if you are a forms customer
Activity Triggers
There is great information in the online help regarding activity trigger, how to set
them up and the different options available.
Note: Only use the help launched from Solar. Eterm help is no longer updated.
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Essentially a trigger is designating something (perhaps an email to the customer) to
happen when an event happens in Eclipse. i.e. When a new sales order is created,
email the sales order document to the customer.
Activity triggers can be set up in various locations including, branch, customer bill to
and customer ship to. There is a hierarchy that is used when the inherit functionality
is in place. This is detailed in the online help.
Setup a trigger for every customer
To do this:
Create a Corporate customer in customer maintenance. Add the needed triggers to
this customer. Use the automatic email options for the to email address (auto,
send@customer, send@contact). Define this customer as the corporate account via
the control record: Corporate Customer
Make sure that the control record "Activity Trigger Default Inherit" is set to Y.
All customers will now use the activity trigger(s) defined in the corporate customer
record.
Why do I setup Email Stmt-Inv Lieu of Prt trigger, statement is mailed, invoices
are not
When using Email Stmt-Inv Lieu of Prt trigger, statement is mailed, invoices are not.
In order to have the Activity Trigger "Email Stmt-Invs lieu of Prt" email the statement,
and all associated invoices, you have to verify the Print Statement filter has Also
Print Invoices set to Yes.
In Eterm go to F4 > P > Also Print Invoices. This flag has to be set to something
other than No. Then the Activity Trigger will properly email the statement, plus all
open invoices. We reviewed the Print Statement routine (F4 > P). This routine has a
filter for Also Print Invoices.
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When you select alt E to email the statements it does not respect this Also Print
Invoice filter. In testing, it also does not seem to work if the print job is scheduled.
This only works when you select the alt P to print or alt H to hold. Customers with
the activity trigger "email stmt-inv in lieu of prt" will receive the statement and all
invoices via email. Customers without this trigger will have their invoices and
statements printed.
Can two identical triggers be used in Eclipse for sending email to two different
addresses?
Eclipse will use the first listed trigger if two identical ones are set up. Eclipse will
ignore the second of the two identical triggers.
Why aren't my Scheduled Activity Triggers emailing
Customers migrating from a Unix server to a Linux server sometimes encounter an
issue where all manual emails work and are properly sent. But the scheduled
processes they have configured (scheduled Print Invoice, Print Statements, etc) do
not properly send the email when the scheduled process kicks off.
Please open a request with the Eclipse UNIX team to verify the eclipseB user on the
Eclipse server is properly added to the SUDO list.
When the scheduled phantom process starts a print invoice routine the user on the
network that performs this process is eclipseB. If this eclipseB user is not assigned
to the SUDO list properly Eterm cannot run these scheduled processes.
Activity Trigger Default Inherit
With the control record Activity Trigger Default Inherit set to YES. Orders will use the
Activity Triggers for the Entity ID setup on the Ship Branch of the order.
How do I use the Calling Queue Activity Triggers
Q: Customer wants to run CALLING.QUEUE.PH.TRIG once daily so that their
customer will receive a report of items in the calling queue. However, if the customer
has not yet come to pick up the order, can the trigger somehow “expire” so that the
order is again sent to the customer?
A: It does not appear to be possible in the current release (80717). When
CALLING.QUEUE.PH.TRIG is run, it will mark a particular order as having been
Eclipse – Outbound Email Frequently Asked Questions
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triggered and will not trigger it again. Therefore the customer will only get notified
once per order generation if they have the trigger set up.
Q: How does the calling queue trigger “Order In Calling Queue” actually get
triggered? Will it get triggered by an order entering into the Calling Queue? Some
other way?
A: Here are two sequence diagrams describing how an order gets into the calling
queue and when the “Order in Calling Queue” trigger gets fired.
Q: Why doesn’t the trigger work for “TROUBLE” items?
A: I think it does, but the problem is that once the trigger has been activated once
for a “NEW” order, that order will not be sent again even if it qualifies for the
Eclipse – Outbound Email Frequently Asked Questions
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“TROUBLE” trigger. Perhaps the order should be triggered once for each trigger
type instead of just once overall? Sounds like a good enhancement to me.
How do I setup the AUTO / SEND@CONTACT / SEND@CUSTOMER features on
an Activity Trigger
SEND@CONTACT Activity Trigger Setups
SEND@CONTACT
You can configure Activity Triggers on Customer records to automatically send the
email to the Contact that was added to the ordered by field on the Sales Order
Header. Follow the steps below to configure this type of Activity Trigger.
Setup control file F2 > F > C > keyword = Validate Name In ‘Ordered By’ Field
Against Customer Contacts = Yes. This tells Eclipse to look at the Contact on the
ordered by field of the Sales Order to find the email address that will be used on the
activity trigger.
Next configure the Customer maintenance screen to require ‘Ordered By’ on the
header of all SO’s. To do this go to F1 > C > enter Customer > alt I > place check
mark on Only customer's authorized personnel may place orders.
Add Contacts for this Customer. F1 > C > enter Customer > alt C > add new
Contact. Verify you enter an email address for this new contact (WWW hotkey). You
can also add new Contacts directly from the SO if they do not already exist.
Create Activity Trigger. From F1 > C > enter Customer > alt A > alt T > add Activity
Trigger > alt P > enter SEND@CONTACT in the To: field of the properties for the
Activity Trigger.
Once the above settings are created, when you process a Sales Order for the
Customer the assigned Activity Trigger (with SEND@CONTACT as the email
address) will look to the ‘Ordered By’ field on the header of the SO, and send the
email to that Contacts email address.
Setting Eclipse up this way requires that all Sales Orders created have a name in
the Ordered By field on the Header of the Sales Order. And it requires that the
Ordered by name is a valid Contact for this Customer in Eclipse. Once this is
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configured the Activity Trigger will always send the email to the Contact that was
used on the Ordered By field.
AUTO / SEND@CONTACT / SEND@CUSTOMER features on an Activity Trigger
When set by an activity trigger, automatic e-mails have a specific address hierarchy.
That is, for each type of automatic e-mail address that you enter in the To field on
the Activity Trigger Send E-Mail screen, the system looks through e-mail addresses
in a specific order.
The customers site must configured the Control File Validate Name In 'Ordered By'
Field Against Customer Contacts, with a YES. The Contact in Eclipse must also
have an email address entered on the WWW hotkey of the Contact record. With this
in place when the activity trigger is kicked off, Eclipse will look at the Contact on the
Ordered By field on the Header of a Sales Order. If this Contact has a valid email
address on their Contact Record then Eclipse will email that individual.
The automatic email addresses cannot be combined with other addresses because
Eclipse then interprets the automatic address as a literal address value, and it will
fail to send.
Can I create 1 email with statement & invoices, not multiple emails
Note: Older forms printing solution we are not able to combine emails into one file. It
is something that's available in the newer Eclipse Forms printing solution. We are
currently working with beta sites on bringing older site to the new forms printing
solution. We should be making it available for more sites soon. I am sending this SR
back to support so they know this too. Eclipse Forms can combine PDFs into one
file, old forms is not able to.
This requires a point to 872 or greater to receive the following functionality: E-
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mailing Multiple Invoices In Release 8.7.2
Want 1 email with statement & invoices, not multiple emails
E-mailing Multiple Invoices: If you are using Eclipse Forms, the system can be set
up to send invoices in batches.
1. You must set a control maintenance record
2. Assign the kind of attachments to use
3. Indicate in the forms setup how many attachments for the system to use.
(Important: If you use Eclipse Custom Forms, you will need to schedule integration
for those forms to use this enhancement through a service request for our custom
integration team.)
Set the Control Maintenance Record
• F2 > F > C
• Search for: Eclipse Forms – Grouping Method for Emailed Batch Invoices
o The options are Single or Multiple.
Choose the desired method to receive a single e-mail with all invoices attached or
multiple e-mails (one for each invoice). The outcome of setting this control record
sends a single e-mail with multiple invoices attached in a single attachment or sends
individual e-mails for each invoice.
The default value is Single.
You can override the global setting at a customer level using the Pricing Information
options in Customer Maintenance. You can also override the setting at the individual
customer setting on the Invoice Printing Options through Customer Maintenance.
Next Step:
The E-Mail Stmt-Invs Lieu of Prt and Batch Invs in Lieu of Print activity trigger must
be set for the customer. (Note: These both apply to the E-Mail Sales Doc and E-Mail
Sales Doc HTML documents.)
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• F1 > C > Load Customer > Alt + A > Alt + T
1. Trigger Description: E-Mail Stmt-Invs lieu of Prt
2. Activity Description: E-mail Stmt w/Invoice document.
Additional Information: Based on your system e-mail settings regarding file size
attachments, the system may not be able to send a single e-mail with the
attachments. If invoices are very large, your e-mail server may reject the file due to
size limitations.
Consult your system administrator if you are concerned about size limitations. You
can override the global setting at a customer level using the Pricing Information
options in Customer Maintenance. Setting the Grouping Method You can also
override the setting at the individual customer setting on the Invoice Printing Options
through Customer Maintenance.
Why do all my emails have JetPCL watermark on image
IF VSIFAX SPOOLER is down and customers try to email documents that are to be
converted they will get this watermark on the document because it seems the
command can’t validate that it’s running on a valid vsifax installation and assumes
the code has been placed on a non-VSIFAX machine for the purpose of converting
the file to tiff.
There is most likely other VSIFAX issues this could be related.
The solution is to open a request with the Eclipse Unix Team to reboot VSIFAX.
Why does emailing invoices with signatures results in error: Dynamic
Picture Cannot Load
This issue comes up when a Eclipse Forms Customer sends an invoice.
To correct this issue, you will need to open a request with the Eclipse ADVSUPP
Team to restart the Eclipse Forms Server and its processes.