Layton ServiceDesk - Troubleshooting - Incoming Email Stops
From Layton Support
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m (Jpainter moved page Layton ServiceDesk - General Troubleshooting - Incoming Email Stops to Layton ServiceDesk - Troubleshooting - Incoming Email Stops: Changed "General Troubleshooting" to "Troubleshooting") |
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<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p> | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p> | ||
| + | __FORCETOC__ | ||
| + | =Basic Troubleshooting Steps= | ||
If incoming email is not being processed, check the following: | If incoming email is not being processed, check the following: | ||
#Ensure that your mail server is functioning correctly and that the mailbox is available. | #Ensure that your mail server is functioning correctly and that the mailbox is available. | ||
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#Try to manually process an email. If you can do so, then that helps narrow the cause of the issue. | #Try to manually process an email. If you can do so, then that helps narrow the cause of the issue. | ||
| − | If these steps do not resolve the issue, then '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|send the log file]]'''. | + | If these steps do not resolve the issue, then '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|send the latest log file]]'''. |
| + | |||
| + | =Other Factors= | ||
| + | ==Mismatched Email Address== | ||
| + | Layton ServiceDesk compares the email address of the incoming email with that of the End Users. If it doesn't find a match, it won't import the email, which can be done '''[[Layton ServiceDesk - Logging a New Request from Email|manually]]'''. | ||
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p> | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p> | ||
Revision as of 00:54, 2 December 2016
Contents |
Basic Troubleshooting Steps
If incoming email is not being processed, check the following:
- Ensure that your mail server is functioning correctly and that the mailbox is available.
- Ensure that POP and IMAP are configured on your mail server.
- Ensure that your incoming mail settings are correct. Do a test to make sure.
- Ensure that Auto Import Settings are turned on.
- Ensure that the LaytonServiceDesk Windows service is running in Windows Services console. If it isn't, try to start it. If it won't start, note any error message.
- If there are emails in the Incoming Email Queue, delete the earliest email and restart the LaytonServiceDesk service, then log out of Layton ServiceDesk and back in. Check the queue to see if the email is being processed.
- Try to manually process an email. If you can do so, then that helps narrow the cause of the issue.
If these steps do not resolve the issue, then send the latest log file.
Other Factors
Mismatched Email Address
Layton ServiceDesk compares the email address of the incoming email with that of the End Users. If it doesn't find a match, it won't import the email, which can be done manually.
