Trouble shooting steps for the CapCom Email system

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Trouble shooting steps for the CapCom Email system
Document ID : 000-000232 Created: 1/28/1999 Last changed on: 1/28/1999

Email trouble shooting

Backup your MRMNk file by copying MRMNk.* to another directory
Delete the files MRMNk.*
Stop the CAPCOM.EXE server program.

First stop the communications programs, clear the comm request file (should already be cleared) and create at least one EMail request.

1- Login to Help Desk Captain as Administrator
2- Select Utilities | Setup data
3- Select the SETUP tab
4- Check the "Enable Email" check box
5-Select Entry Defaults 1 and set Email Priority to 9 or below. All new Service Requests will generate an Email
6- Click OK to save the global options
7- Select SERVICE CALLS | COMM REQUESTS
8- The list should be blank since the MRMNk files were deleted.
9- Click close to the List Comm Request list
9- Create a test service request. The set the priority to 1 and assign it to a tech, this is important.
10- Select SERVICE CALLS | COMM REQUESTS
11- The List Comm Requests list should have at least one entry of type MAIL. You did not create an Email request if no entries are listed. Go back and create another test request, check that the priority is set to 1 and that the request is assigned to a tech. The Email requests are only generated when you enter a new call or when you select RENOTIFY TECH from the Service Call menu while a request is open on screen.

Reset the comm server and restart CAPCOM

1- Reboot the computer that runs CapCom, this is very important.
2- Start the CAPCOM.EXE program
3- Select Server Services and verify that Enable Mail Service is checked
4- Click OK to close the options screen
5- Click Operate Enable server
6- verify that the Email was sent.

If no mail was received, change the tech's Email address to a different address and resend the Email. You may have an incorrect destination Email address.

If you still cannot send Email with CapCom:

Start the mail client installed on the PC and manually send an Email to the
same destination and with the same return address

If you were able to send Email manually then:
Locate the file idsmail.exe (usually in \windows\system\olesvrs)
Double click on idsmail.exe - It should start either your Email client or
a mail send window.
Send Email to the same address as above and with the same return address.

If you still cannot send Email, then reinstall the OLE Mail disks.

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