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Unable to send an email in an incident via send email

James_PalmerJames_Palmer Customer IT Monkey ✭

Wanted to send an email outside of the incident so went to use "send email", filled in fields apart from template, clicked OK and it came up with a message "Failed to send email".

Why would this be?

Sending of opening tickets / update tickets / resolved tickets is fine!



  • David_Morris1David_Morris1 Member Advanced IT Monkey ✭✭✭
    Have the email settings been set on the portals admin settings section?
  • James_PalmerJames_Palmer Customer IT Monkey ✭

    Under setting items, the SMTPservername and SMTPserverport are set.

    The SMTPemailreturnaddress is not.

  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    I would suggest setting the return address and also checking with your Exchange team to ensure that the specific server(s) you have setup for the Cireson Portal have been granted to send over SMTP with anonymous access. We ran into an issue when we upgraded to v7.4 where adjustments had to be made on the Exchange side.
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