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Last Post 5/19/2009 3:37 PM by  Suman Das
Assigning Jobs to External Parties
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Joanne Crang
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5/17/2009 3:32 PM
Just further on this - we decided that in some cases we can get around our problem by using the jo@xyz.co.nz as the main client email address in helpmaster so therefore this would no longer be a problem. Now i have updated the email address of our client to be as follows (jo@xyz.co.nz) not ideal but I figured it would work. But I now have the problem where it is still not logging I think maybe becuase I have multiple clients with the same email address? Is this why it is failing - I just need confirmation that if email manager finds more than one client with the same email address it fails the adding action profile?

Thanks
joanne
Suman Das
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5/17/2009 8:47 PM

Joanne's issue sounds like something that has recently been addressed in the HelpMaster Pro Email Manager.  When the Email Manager finds more than one clients matching the email address, it tries to locate the client by matching its first AND last name.  The problem is not all email addresses contain both the first and last name and as a result the search fails to find the client when only one part name is provided as in the case with the email address "jo@xyz.co.nz". 

The workaround to this problem, until the next release, is to make sure that you do not have more that one client with the same email address, OR make sure both the first and last names are provided for the email addresses (eg. "Joanne Crang" <jo@xyz.co.nz> instead of "Joanne" <jo@xyz.co.nz>.

 

HelpMaster development team.
Have you seen what's new in v12.0 yet?
Joanne Crang
Helpdesk leader
Helpdesk leader
Posts:40
Points:78


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5/18/2009 1:21 PM
So how does the latest version (assuming version 9??) work?? Might be a good case to upgrade!

Just need to know what it will do when it finds two clients with the same email address - the first and last name will never match as the email address generally contains an indivudual e.g. JoanneCrang@xyz.co.nz but the helpmaster name will contain something like Pumpkin Patch Botany company and just have JoanneCrang@xyz.co.nz as the email address. We may then also have Pumpkin Patch East Tamaki with the same email address.

Actually just re reading this not sure that I quite know how I want it to work! I guess perhaps of all the above fails adding back in Email manager as the logger might be better!!!!
Suman Das
HelpMaster development team
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5/19/2009 3:37 PM

That's correct - it sounds like we'll need additional options in the "New Client Options" screen in order to resolve your original issue.  The fix to resolve the clients having the same email address, as mentioned earlier, is not going to solve it.

HelpMaster development team.
Have you seen what's new in v12.0 yet?
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