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Last Post 9/26/2012 8:07 PM by  Dennis Odri
Emailing behaviour changed in v12.8.24 & v12.8.31...
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Dennis Odri
HelpMaster tech support
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9/12/2012 11:16 PM

     

    In an attempt to reduce emailing errors due to Outlook/Exchange Address Book recipient resolution, we inadvertently disabled auto resolution in HelpMaster v12.8.24 on a global scale. Unfortunately this has had some unexpected results for users, primarily that the 'From:' address specified in HelpMaster isn't being honoured.
     
    Due to the changes, HelpMaster now only uses the default Outlook mailbox in the Outlook profile as the 'From:' address. Most users probably have their own mailboxes set as their default mailbox in Outlook's 'Account Settings' and as the 'From:' address is no longer being resolved by Outlook/Exchange, the Exchange 'From:' address security and policies are not being applied so that all outgoing emails will use the users own email address in the 'From:' field rather than the desired group address, e.g. support@helpdesk.com.
     
    Here are your options to get the group email address back as the 'From:' address until the next HelpMaster release makes this an option rather than being inadvertently enforced.
     
    1. Get users to set the group mailbox as their default mailbox from Outlook under "Files" (menu) > "Account Settings" (button) > "Account Settings..."(Item) > "E-mail" (tab), select the group mailbox and click the "Set as default" option. With this option ALL emails sent, even personal emails sent directly from Outlook would be sent 'From:' the group mailbox unless they manually add the "From:" field on the "New E-mail" screen, from the "Options" tab, and then they will have the option to select their own mailbox before sending from Outlook or during the preview in Outlook when being sent from HelpMaster.
     
    2. Create a new Outlook profile from Control Panel in addition to the existing one (call it HelpMaster) and only add the group mailbox to it and save it, then from HelpMaster on "User" (ribbon) > "User preferences" (option) > "Email" (tab) select the new Outlook profile instead of the user's default. Now HelpMaster will use this new profile and only send emails using the group 'From:' address, while the users will use their other default 'Outlook' profile when sending from Outlook directly.
     
    3. In combination with option 1 or with your current settings, you could have your users turn on the email preview in HelpMaster under "User" (ribbon) > "User preferences" (option) > "Email" (tab) by enabling both check boxes i.e. "Preview all outgoing email..." AND "Use your default email application...". then whenever they send an email from HelpMaster a preview of their email will come up in the Outlook compose message screen and then they can select the 'From:' address manually before sending the email.
     
    All of the above options will require FULL domain permissions to be granted to the group mailbox object for each user or group that they belong to. Each of the above options works slightly differently. Option 2 provides the best set and forget solution if ALL emails sent from HelpMaster are ALWAYS to have the group email address set as the 'From:' address. Option 1 or 3 provides a choice with either their personal address or the group email address set as the default but being able to change it before sending either from HelpMaster and/or Outlook. Please contact PRD support if you require any further assistance with this. Thanks.
    Rod Weir
    HelpMaster development team
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    9/12/2012 11:59 PM
    Due to the feedback we've been getting since the 12.8.31 release, we will soon be releasing another minor update that will revert the email resolution process for the "From" address back to the way it was, but allow those who do want the new behaviour to choose it via a database switch.

    In the meantime, for people having issues with this change, you may wish to consider using the "CDO Sys" option in the email preferences until the new update is released in the next few days.
    HelpMaster development team
    Check out the HelpMaster roadmap
    Scott Ward
    HelpMaster development team
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    9/20/2012 1:02 AM

    We have finished reverting the email address resolution.

    For anyone having issues with this you can now download that latest version v12.9.19 and your Emailing will be working exactly as it was before the last release.

    download link http://www.helpmasterpro.com/Download.aspx

     

    If anyone did happen to find some benefits from not auto resolving the Email addresses
    feel free to contact us as we can now provide a script that will allow this behavior to remain.

    In the next major release it will be an option in the system admin settings, but the default behavior will be the same as this new release which is to leave Email as it is when it was working well, until a administrator decides they would like to change it.

     

    HelpMaster development team.
    Have you seen what's new in v13 yet?
    Dennis Odri
    HelpMaster tech support
    Helpdesk leader
    Helpdesk leader
    Posts:45
    Points:81


    --
    9/26/2012 8:07 PM
    • Accepted Answer

    Just to clarify which versions were affected by this change, here is a list of HelpMaster versions and their status in relation to this issue;

    v12.6.22 and earlier - No changes in auto-resolution of email addresses. Auto-resolution enabled.

    v12.8.24 - We have just realised that this version was the first public release to have auto resolution disabled for both recipient AND 'From:' email addresses.

    v12.8.31 - Same as v12.8.24, auto resolution disabled for both recipient AND 'From:' email addresses.

    v12.9.13 - Auto-resolution of the 'From:' address was re-enabled but recipient addresses were still disabled.

    v12.9.19 - Auto-resolution of both the 'From:' address and recipient addresses were re-enabled by default but can be optionally disabled by running an SQL script should you find this behaviour preferable. Please contact PRD Software support if you wish to disable auto-resolution in this version.

    Future versions will have options to enable or disable either one or both recipient and/or 'From:' addresses under "System Administration" (ribbon) > "Default Email Options" (tab) to cater for all preferences.

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