• Creator
    Topic
  • #4784
    jimyo
    Participant

    Some of our users have experienced problems when sending out email via the PE. The odd field is not properly populated in the outgoing email to one or to random recipients – the field name is left in instead of the expected data – in the cases I have been shown it has been salutation. I suspect it may be a problem with the CSV file but is there anything in particular to look for. The problem anly seem to happen for one recipient out of maybe 20 so it’s not the whole file that’s corrupt.

  • Author
    Replies
  • #9018
    Support 3
    Participant

    Thanks for your post.

    – Which version of the GroupWise client the user is running (See Help – About GroupWise)?
    – Which version of the Personalized Emailer the user is running (See About option from the main dialog)?

    It appear the issue is relate to the data source (i.e. CSV file) where the field value (i.e. salutation) is not properly defined. You need to open the CSV file (may be in Excel) then review the problematic column/fields.

    Regards,
    Advansys Support

    #9017
    jimyo
    Participant

    GroupWise client version is 7.0.2 HP
    PE version is 2.0
    I can’t see anything wrong with the CSV file, all fields in the Salutation column are populated with correctly formatted data. There are some empty entries in the csv file for other items – is it possible that, even though the affected recipient had complete data in all of the fields that a previous missing entry caused the personalised emailer to ‘trip up’?

    #9016
    Support 3
    Participant

    I don’t think the missing entries in previous field will cause the issue.

    We have recently made few changes to the solution, current version (2.0.30) which we haven’t release to the public as it is going through the testing phase. Lets hope the changes fix the issue, if the problem persists then we may need to ask you to run the solution in Debug mode to capture more information.

    I will send you the updated Applet by email.

    Regards,
    Advansys Support

    #9009
    Support 3
    Participant

    Mail has bounced. Can you send a message to support@advansyscorp.com.

    Regards,
    Advansys support

    #9019
    jimyo
    Participant

    Hi,

    We are still experiencing problems with the personalised emailer. I can also report that when a test was sent to blackberrys the message only contained (*) i.e bracket star bracket
    and no other text.
    What do I need to do to enable debugging?

    Thanks
    James

    #9010
    jimyo
    Participant

    Just to update – it seems that in fact the recipient is getting the email with data displaying correctly (not the field name) but when we receive a reply it shows the field name instead of the data? So essentially, the email goes out with the correct data but some replies come back with the field name – how can that be possible? As a result the users have been a little wary of the application and have not been confident enough to use it to it’s full extent.

    #9015
    Support 3
    Participant

    Just to make it clear from you post above:

    – Personalized email sent correctly to BlackBerry. Can you confirm in Sent Items, field name replaced by data?
    – Reply from the BlackBerry, shows the field name instead of the data.

    It could be BlackBerry issue. Unfortunately, we do not have the BlackBerry to test in-house. Could you please “Forward As Attachment” the original personalized message which was sent to BlackBerry and the reply message from the BlackBerry to Support (support@advansyscorp.com).

    Please send us your Formativ Configuration, you can obtain the configuration by selecting Help | About Formativ… from the GroupWise main menu. When the About Formativ dialog appears, go to the Configuration tab and click the button Copy to clipboard. Then paste the text into your reply email (or save it to a plain-text file and include it as an attachment).

    Could you also let us know solution version number (see Help – About).

    Regards,
    Advansys Support

    [This message was edited by Support 3 on December 17, 2008 at 03:08 PM.]

    #9013
    jimyo
    Participant

    Sorry to confuse, the blackberry issue is additional and I will need to do some more investigating regarding that.

    The problem we have always had is that it appeared to our users that some customers were receiving email containing the field name instead of the data – they made this assumption because if they received a reply that contained the original outgoing message it had field names in it. We have since been able to find out that the original email went out correctly formatted but the reply is not in some cases, I’d like to know how this is possible when the email is sent externally?

    I will replay with the configuration information shortly.

    Thanks
    James

    #9014
    Support 3
    Participant

    Does the reply message with field name sent from Blackberry or GroupWise client? We will investigate once we received the sample messages.

    Regards,
    Advansys Support

    #9012
    jimyo
    Participant

    Hi,

    Please ignore the blackberry comments for now, I will deal with that as a seperate incident when I have more evidence. The issue I’m still try9ing to get to the bottom of is entirely GroupWise client based.

    #9011
    Support 3
    Participant

    Can you reproduce same behaviour with the GroupWise client (i.e. field name exists on reply message but not on sent/received messages)?

    If you able to reproduce, please send us the information requested earlier (i.e. sample messages, Formativ configuration).

    Regards,
    Advansys Support

Viewing 11 replies - 1 through 11 (of 11 total)
  • You must be logged in to reply to this topic.