Email address not populating

[awicks]

Prior to today, when we clicked the Email envelope, and email would open with the ticket number in the subject line and the email address populated in the TO field. Now the email address does not populate.
No one used the system over the holiday, but I need to know how to correct this.
I can send a screen shot of the resultant Outlook email.
Thanks,
Alan

[Support Team]

Re: Email address not populating

Thank you for posting this.

Does it happen only when specific tickets are involved? Have you tried to send emails from the Account details?

Please try to run RangerMSP as administrator (using the 'Run as...' option from the pop up menu) and see whether it makes any difference.

In some cases Outlook might block filling the email recipients when an email is generated from another application or it may require an access permission.

From our experience, Outlook might also block access if there is no antivirus or it is out-of-date.

Hope this helps.

[fabrizio.dicesare]

Re: Email address not populating

Same problem here, on different PCs, all with antivirus on and updated.

So far, we tried the following:
- Run CommitCRM as Administrator
- Run CommitCRM in Compatibility Mode (windows 7).

The TO and subject fields are not populated :(

Do you have any suggestion ?

Thanks,

Fabrizio

[Support Team]

Re: Email address not populating

Thank you for posting. Which icon do you click to open the new Outlook window? Is it to the 'Email' button as part of the Tickets window toolbar - Or - do you use a reply option from the preview tab itself? Also, are there any PCs that it work on? Does it work with older tickets but not with new ones?
Please note that when using the Email Connector the To should be populated with the Email Connector's public email address, unlike with the end customer address. The reply is then distributed to the customer (all recipients listed under the ticket) and is also filed under the ticket. Please reply here but also reply by email to our support and when you do please attach the log files - you can attach them by zipping the \RangerMSP\Logs folder. Thanks.