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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 02/04/2012 21:00:08
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AandAins2
SysAider
Joined: 01/09/2011
Messages: 13
Offline
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Since upgrading from 7.5 to 8.5 our email integration has been unreliable. Several times per week we will receive an email that should generate a ticket, but does not. What is worse is Sysaid deletes the email from the email server so we would have no record of the email at all except we have all emails to our helpdesk also copy to my email account. We never had a problem with email integration prior to upgrading and nothing else has changed. We upgraded to 8.5.05 hoping it would be fixed but it is not.
The only way to generate the ticket from the deleted emails is to resart the sysaid server service and forward the email back to sysaid.
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03/04/2012 20:15:31
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CarlH
Elite SysAider
Joined: 30/01/2009
Messages: 178
Offline
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Are you using security/SSL?
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04/04/2012 17:06:35
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AandAins2
SysAider
Joined: 01/09/2011
Messages: 13
Offline
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For the incoming email integration we are.
For Sysaid itself we are not.
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30/04/2012 22:21:56
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AandAins2
SysAider
Joined: 01/09/2011
Messages: 13
Offline
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Anyone?
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01/05/2012 03:58:56
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5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 376
Offline
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what protocol are you using? We use IMAP, been running that way for 2yrs
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01/05/2012 04:03:51
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5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 376
Offline
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I checked trying to use MAPI, and OWA (we have exchange environment) and they error out..
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01/05/2012 06:15:22
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BigKev
SysAider
Joined: 18/08/2009
Messages: 5
Offline
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We just tried to enable integration here and are getting the same problem. We use POP3 with Lotus Notes and the emails are being deleted but a ticket is not always created.
If we restart the SysAid service it seems to work OK for a little while then stops again.
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01/05/2012 20:42:43
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CarlH
Elite SysAider
Joined: 30/01/2009
Messages: 178
Offline
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I can confirm they do work...we're running Exchange and have had no problems with IMAP or OWA
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02/05/2012 10:16:45
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Freddy
SysAider
Joined: 08/03/2010
Messages: 3
Offline
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Hi, We are also having the same issue - since upgrading we are randomly losing emails to the Helpdesk - also using Exchange and Pop3 - has anyone got a resolution as it is causing huge issues here.......
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04/05/2012 21:41:32
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AandAins2
SysAider
Joined: 01/09/2011
Messages: 13
Offline
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We are using IMAP. It worked great for the 4 years we've been using it until 8.5. Nothing else changed except upgrading to 8.5. We also just upgraded from 8.5.5 to 8.5.8 and still have the same issue. We changed the email password incase some other program happened to be grabbing them, but it is still occuring. We tried other protocols but is still doesn't work.
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07/05/2012 15:00:22
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sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
Offline
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Hello All,
I am sorry to join this topic so late it should work and we will help you get everything up and running.
Do you have SR# if you do please provide me the number if not please PM me your email information i will open SR for you.
Thanks
Sarah
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14/05/2012 09:25:31
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Freddy
SysAider
Joined: 08/03/2010
Messages: 3
Offline
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Hi, our Sr is #538102
We can not work this out at all - restarting the services occasionally works, as does renaming the requests and re-submitting but of course we dont have time to sit on the Mailbox checking requests....
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14/05/2012 10:00:25
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assistenzabtz
SysAider
Joined: 11/05/2012
Messages: 3
Offline
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Hi all,
I have the same problem: after the installation of sysaid 8.5.05 for every ticket sysaid send a mail to the administrator mailbox. After a random time i don't receive this mail but i receive only notifications when the backup scheduled is completed . I upgrade to 8.5.08 but it doesn't resolved the problem.
Can you help me?
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30/05/2012 15:26:46
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AandAins2
SysAider
Joined: 01/09/2011
Messages: 13
Offline
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So we were able to get this resolved with Sysaid support. We had to send them our entire database, they worked some kind of magic and sent it back. I honestly have no idea what was changed. However, they did convert it from derby to mysql which has showed a significant speed increase.
I got to say dealing with support was a total pain. They would call at 6 am our time everyday and then say they have been trying to get a hold of us for days. We don't work at 6 am Pacific time. It took forever to resolve, and when our database was finally ready, THEY POSTED IT IN PLAIN TEXT ON THE INTERNET.
$#%#@% LUDACRIS. It took several days for us to get them to take the freaking thing down. Unbelievable.
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30/05/2012 15:30:45
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CarlH
Elite SysAider
Joined: 30/01/2009
Messages: 178
Offline
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I'd like to put in a feature request for the forum to have like buttons...I feel that would be appropriate right here 
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