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Topic Title: Email Trigger
Topic Summary:
Created On: 09/13/2017 09:13 AM
Status: Read Only
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 09/13/2017 09:13 AM
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MatthewKoch
Apprentice (20-49)

Posts: 26
Joined: 12/19/2011

Good afternoon,

We are attempting to set up a brand new workflow that will monitor an inbox for incoming e-mails. So far, we've been unable to get it to trigger at all. A couple of things:

  • We're using the "Default Agent" automate agent on the E-mail Condition.
  • We're running Automate 11 Enterprise.
  • We are using the EWS protocol.
  • We don't have any filters at this point, we just want to see it trigger properly.

    Is there anything we need to be aware of outside of Automate for this to work properly? For example, do we need to ensure our exchange server has some specific configuration? It would be great to have this type of condition work for us.
  •  09/14/2017 06:45 AM
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    Ricardo Castaneda
    HelpSystems

    Posts: 3424
    Joined: 01/11/2008

    Hello,

    After updating the trigger, check the windows event viewer (under application) for error messages regarding the email trigger. Are there any errors listed there?

    -------------------------

    Ricardo Castaneda | Principal Support Analyst
    AutoMate | Division of HelpSystems
    HelpSystems, LLC | T: +1.213.738.1700
     09/14/2017 09:34 AM
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    MatthewKoch
    Apprentice (20-49)

    Posts: 26
    Joined: 12/19/2011

    Should we check the event viewer on the machine that the e-mail trigger agent is installed on? I am assuming the answer is yes...

    EDIT
    ---
    It looks like there is a warning message in the event viewer on the machine on which the agent is installed. Below is the error (e-mail address redacted).

    EmailTrigger {842292d0-7b7f-4d13-b3bc-3bd1756a0399}: An error occurred when monitoring 'xxxx@xxxx' : Exchange Server doesn't support the requested version.


    I only see this once. We are currently running Exchange 2007.

    Edited: 09/15/2017 at 06:39 AM by MatthewKoch
     09/14/2017 09:39 AM
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    Ricardo Castaneda
    HelpSystems

    Posts: 3424
    Joined: 01/11/2008

    Hello,

    Check them in both environments.

    -------------------------

    Ricardo Castaneda | Principal Support Analyst
    AutoMate | Division of HelpSystems
    HelpSystems, LLC | T: +1.213.738.1700
     09/14/2017 09:48 AM
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    MatthewKoch
    Apprentice (20-49)

    Posts: 26
    Joined: 12/19/2011

    Just checked - see my edited response above.
     09/15/2017 06:39 AM
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    MatthewKoch
    Apprentice (20-49)

    Posts: 26
    Joined: 12/19/2011

    I just checked on our exchange server version, and it looks like it's 2010. I double checked the exchange server itself, and it appears I may have been using the wrong one. I updated it, and now I can see the following in the event viewer:

    EmailTrigger {0ca2bea1-8c16-4f5b-8092-d15841e49756}: Successfully started monitoring 'xxxx@xxxx'.


    This looks like progress. The problem is that I still don't see the condition actually triggering when I send myself an e-mail.
     09/15/2017 08:45 AM
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    Justin Aucoin
    HelpSystems

    Posts: 360
    Joined: 02/15/2016

    Hi Matthew,

    What filters are you using for the trigger?

    -------------------------

    Justin Aucoin | Support Analyst
    AutoMate | Division of HelpSystems
    HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
     09/18/2017 07:31 AM
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    MatthewKoch
    Apprentice (20-49)

    Posts: 26
    Joined: 12/19/2011

    No filters at all.
     09/18/2017 01:22 PM
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    Alex Escalante
    HelpSystems

    Posts: 871
    Joined: 02/26/2014

    Hello Matthew,

    Are you able to successfully SEND emails using the same server?

    When you send yourself an email, please check the event viewer to see if any error is recorded.

    thanks!

    -------------------------

    Alex Escalante | Support Analyst
    AutoMate | Division of HelpSystems
    HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
     09/25/2017 05:45 AM
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    MatthewKoch
    Apprentice (20-49)

    Posts: 26
    Joined: 12/19/2011

    Originally posted by: Alex Escalante

    Hello Matthew,



    Are you able to successfully SEND emails using the same server?



    When you send yourself an email, please check the event viewer to see if any error is recorded.



    thanks!


    Yes, I just tested this and can send e-mails using the same server. I see no errors in the event log of the agent machine.

    I'm wondering if this has something to do with the configuration of "email address" and "username/password" in the email trigger itself - could permissions be at fault?

    For example, what should the username and password of the Email trigger be set to? Does this need to be an account that has special permissions to read e-mail from the Inbox of the Email address we specify?
     09/25/2017 10:05 AM
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    Justin Aucoin
    HelpSystems

    Posts: 360
    Joined: 02/15/2016

    Hi Matthew,

    The credentials for the email trigger would need to be for the box being monitored. To verify that you have the correct settings, create a test task using the Get Email action for that box. Please let us know if this helps resolve the problem or if you are still having issues.

    -------------------------

    Justin Aucoin | Support Analyst
    AutoMate | Division of HelpSystems
    HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
     09/25/2017 10:45 AM
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    MatthewKoch
    Apprentice (20-49)

    Posts: 26
    Joined: 12/19/2011

    Hi,
    Thanks. The "Get Message(s)" task works just fine with the same configuration. The trigger/condition itself is just not kicking off my task for some reason...
     09/25/2017 12:17 PM
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    Justin Aucoin
    HelpSystems

    Posts: 360
    Joined: 02/15/2016

    Hi MatthewKoch,

    Would it be possible to set-up a remote support session where we can take a closer look at this issue? If this is possible please send an email over to AutoMate.Support@helpsystems.com with a list of your availability. Also please verify the Operating System of the machine in question and it's bit level, as well as the version and bit level of the AutoMate software.
    Note: Please reference this forum thread in your email.

    -------------------------

    Justin Aucoin | Support Analyst
    AutoMate | Division of HelpSystems
    HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
     10/18/2017 11:39 AM
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    WilliamBehrens
    Apprentice (20-49)

    Posts: 30
    Joined: 03/23/2007

    Any chance solutions could be copied to the forums. It is sort of a "culture" issue to keep the answers to problems so close to the vest. I can't get the condition to work as well unless I put a time/date trigger in front of it. Then it always triggers (true) no matter what the filter criteria is set to and even if the mailbox is empty.
     10/20/2017 02:14 PM
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    Justin Aucoin
    HelpSystems

    Posts: 360
    Joined: 02/15/2016

    Hi William,

    We do try to post the solution to the customers issue in the original forum post. In this case we have not yet been contacted by Matthew. If you are having similar issues, would it be possible to set-up a remote support session where we can take a closer look at this issue? If this is possible please send an email over to AutoMate.Support@helpsystems.com with a list of your availability. Also please verify the Operating System of the machine in question and it's bit level, as well as the version and bit level of the AutoMate software.
    Note: Please reference this forum thread in your email.

    -------------------------

    Justin Aucoin | Support Analyst
    AutoMate | Division of HelpSystems
    HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
     10/30/2017 01:10 PM
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    MatthewKoch
    Apprentice (20-49)

    Posts: 26
    Joined: 12/19/2011

    I've been out of the office for a while, but I'll be reaching out to provide what was asked for by Help Systems. If we do come to a resolution, I'll definitely post it here.
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