gwynne Posted May 14, 2018 Posted May 14, 2018 Hello can someone suggest what the issue may be, we have a secondary mailbox in hornbill which auto logs tickets based on the email address, it works on occasion but sometimes not. I cant see what the issue might be? Error log - I see the bad user error but don't understand what that actually means? any help would be great There were problems whilst processing an IMAP4 mail import for mailbox: HR ACCESS. 8711 2018 05 14 9:30 AM error system 5040 ChilkatLog: SelectMailbox(265ms): DllDate: May 25 2017 ChilkatVersion: 9.5.0.68 UnlockPrefix: HRNBLLIMAPMAILQ Architecture: Little Endian; 64-bit Language: Visual C++ 2015 / x64 VerboseLogging: 1 mailbox: Inbox selectMailboxInner(265ms): mailboxPath: Inbox separatorChar: . Escaping quotes and backslashes in mailbox name... utf7EncodedMailboxPath: Inbox ImapCmdSent: aaac SELECT "Inbox" getCompleteResponse(265ms): ImapCmdResp: aaac BAD User is authenticated but not connected. --getCompleteResponse isOK: serverResponse: aaac BAD User is authenticated but not connected. --isOK --selectMailboxInner Failed to select/examine mailbox mailbox: Inbox imapSelectResponse: aaac BAD User is authenticated but not connected. Failed. --SelectMailbox --ChilkatLog
Victor Posted May 14, 2018 Posted May 14, 2018 @gwynne the log entry you posted has nothing to do with the autoresponder... it shows an error connecting to the mail server using the connector configured in Hornbill for the mailbox... the autoresponder comes into play later, once an email is received... Below is a quick description of the process... Hornbill Connects to the Mail Server -> Email is received by the Hornbill Mail System -> Routing Rules Process the email -> Autoresponder process the email (if there is a routing rule that would instruct as such) First, we need to ensure there is a routing rule that will pick up the email and process it via autoresponder. Second, once the email is processed by autoresponder, there might be a number of scenarios where this action will fail: the email sender does not exist in the system, either as a co-worker/internal user or a contact/external user, and the app setting to allow a request to be logged or updated from unknown sources is turned OFF and the app setting to send back a rejection email is turned OFF the email sender does not exist in the system, either as a co-worker/internal user or a contact/external user, and the app setting to allow a request to be logged or updated from unknown sources is turned OFF and the app setting to send back a rejection email is turned ON but either the app setting for rejection mailbox and/or email template is incorrect or not set the email sender exists in the system but the from address is matching more than one user/contact in the system
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