faq Faq

[519] Configuring SQL Mail

Pre-requisites

  • Domain login with Exchange mailbox. Must have admin rights with permissions to logon as a service and login interactively
  • Outlook 2000 or higher installed on SQL Server

WARNING: Before performing the following steps ensure that if there are any existing SQL databases/applications that these will not be affected by having the SQL services logon with domain accounts.

  1. Login to windows with domain account that is to be used by SQL Mail
  2. Start Outlook
  3. When prompted to setup the account configure an exchange account with the relevant details
  4. Ensure you can open this account mailbox and send/receive e-mail
  5. Logon to server as an administrator
  6. Load SQL Enterprise Manager
  7. Expand th tree, right click the server and select properties
  8. Select the security tab
  9. Under "startup service account" enter the details for the SQL Mail account (username must be in the format domain\username)
  10. Confirm and restart the SQL Service.
  11. Expand Management , right click "SQL Server Agent" and select properties
  12. Under "Service startup account" enter the same account information as in step 9.
  13. Confirm this and restart the SQL agent service
  14. (It is advised to restart the server at this point.) Load SQL SQL Enterprise Manager
  15. Navigate to the servers Management tree
  16. Right click "SQL Server Agent" and select properties
  17. Under "Mail Session" select the MAPI profile from the dropdown.
  18. Click the "Test" button. You should receive a successful test confirmation.

SQL Mail should now be fully configured.

[522] Problems assigning imported departments/employees

Problem: Employees imported from a csv file are not displayed when logging a new call.

Solution: Imported employees need to have a contract assigned to them before they can be assigned to support calls.

  1. From the Admin area select the contracts tab.
  2. Select your default contract (ie. Standard Support).
  3. You should see a prompt asking you if you want to auto assign this contract to all departments. Click the tick button.

You should now be able to log calls for these departments/employee's

[524] Why does [Could not determine if message contains attachments due to format of originating message] sometimes appear at the bottom of an email?

Problem: There is an incompatibility with SQL mail and html format emails with images or other files embedded in the main body of the email.

The current behaviour is that all attached files are wiped from the email and as such are not read into Oxygen.

Solution: If there was supposed to be attached files to an email, get the sender to re-send the email attachments and to make sure that the email format is either "Plain Text" or "Rich Text".

[527] E-mail not being sent out from oxygen

Problem: E-mail not being sent out from oxygen:

Question: Does the SQL Server Machine have McAfee antivirus installed on it.

Answer: Yes

The SQL Server may be failing to send email out due to the fact that the antivirus software is blocking the emails coming out of SQL Server.

In order to confirm this open the McAfee antivirus console, via the context menu on "Access Protection" select the "view log" item. The log will show a number of emails being blocked on process "sqlserver.exe" on port 25.

Solution: Open the VirusScan Console. Via the context menu on "Access Protection" select the "properties" item Select the "Port-Blocking" tab, and then select the rule called "Prevent mass mailing worms from sending mail". Press edit, then add "sqlserver.exe" to the list of excluded processes.

Note that in some installations of McAfee Antivirus the Antivirus configuration is continuously updated from a central system. In this case you will have to contact the network admin.

Also note that the process name in the excluded process seems to be case sensitive.

[528] Oxygen: Cant Log a call via e-Mail

Problem: When an e-mail is sent to Oxygen with "'New Call: " the call does not get logged.

Question: Has the Webserver been rebooted or has there been network issues.

Anwser: Yes

Cause: The possible cause of this might be due to the lose of connectivity between the WebServer and the SQL Server that might have resulted in a invalid SQL Mail session being left on the SQL Server.

Solution: Connect to the webserver via "SQL Server Query Analyzer" and run the following command: "exec master.dbo.xp_stopmail"

This will force the broken mail session to close, and allow for new mail sessions to be successfully created.