Enhanced Email Issues

Hello…

The email sync is mostly working. Further, I can send an email via the OroCRM interface to a contact – that works.

Here’s where I have the issue:

1. If my contact replies back, OroCRM doesn’t capture that reply.

2. If I try to reply can I get this: http://www.screencast.com/t/enT4Pa55

Thanks!
Darren

Topic

[19princeParticipant]

Let me add more piece of info.

To follow-on #2 in my original post, if I delete out the system-provided ‘To’ email address – i.e. ‘dustin@blurred_out.com (Contact)’ – and type in an email address. OroCRM tells me the ‘To’ address is blank. However, I can search OroCRM for the actual contact, which then always me to send email.

[Vita PogrebnyakParticipant]

Hi Darren!

1. If you want to use all options of our emails management system you should configure IMAP sync with current user’s email. Otherwise system can’t import replies from external mailbox.
2. This issue was fixed so please update your instance to the latest version.

Please, feel free to ask us any questions!

[19princeParticipant]

Hi Vita- Thanks for your response.

Here’s what I have setup in the IMAP sync settings: http://www.screencast.com/t/ZL2m9vrCpXk

Do I need anything else? If so, what is it? If not, how do you suggest I further troubleshoot?

[Vita PogrebnyakParticipant]

Hi Darren,
please make sure you selected the folder with inbox emails to which you receives replies in IMAP configuration.
Also, your daemon should be enabled to start jobs for import from your mailbox.
If everything correct and import jobs are completed you should receive your incoming emails.

Please, feel free to ask us any questions!

[19princeParticipant]

Let me take the second part of your response and clarify:

Also, your daemon should be enabled to start jobs for import from your mailbox.
If everything correct and import jobs are completed you should receive your incoming emails.

In terms of the final result, is running the sync via the daemon different than manually syncing?

please make sure you selected the folder with inbox emails to which you receives replies in IMAP configuration.

The folder is good. Anything I drop in there, gets into Oro once I sync. However, there are still issues with replies.

Here’s the workflow that’s not working:
1. I send an email to a contact in the browser (via Google Apps for Business).
2. Next, I place it in the correct folder (‘label’ it in Google’s nomenclature) and manually sync. At this point, the sent email comes into Oro correctly.
3. Finally, my contact replies back…here’s the issue: my contact’s reply is not getting into Oro.

Thoughts?

[Vita PogrebnyakParticipant]

Hi Darren,
thanks for the information.

Here are few more questions to find a solution to help you:
1. What sync do you use – by launching the command in console or click on Sync emails under My Emails page?
– It’s important because in case when your daemon isn’t running and you just click on Sync emails you will not be able to see the result of sync job in Job Queue.

2. Do you sync with OroCRM folder to which you receive replies from contacts?
For example, you have folder called “OroCRM”, you send the email, place it to “OroCRM” folder and then sync. After contact reply on your email this email should also be moved to folder “OroCRM” before sync (or folder to which your inbox emails are automatically comes should be also checked in IMAP sync settings).

Please let us know if any additional info we can give you.

Thanks.

[19princeParticipant]

Answers below:

1. What sync do you use – by launching the command in console or click on Sync emails under My Emails page?

Just clicking the button on ‘My Emails’

2. Do you sync with OroCRM folder to which you receive replies from contacts?
For example, you have folder called “OroCRM”, you send the email, place it to “OroCRM” folder and then sync. After contact reply on your email this email should also be moved to folder “OroCRM” before sync (or folder to which your inbox emails are automatically comes should be also checked in IMAP sync settings).

To answer your question: Yes, I sync with OroCRM folders which I receive replies.

Gmail powers our corporate email system. Here’s how Gmail’s functionality works… One can ‘label’ an email (which is effectively equivalent to a folder), this label/folder is what is sync’d to OroCRM. Further, the label/folder applies to very subsequent email in the conversation.

Have your Q/A people tested Gmail sync?

[Vita PogrebnyakParticipant]

Yes, we tested Gmail sync as well as sync with other email clients.

The following scenario works fine:

1. You send an email from gmail
2. Move it to custom folder/label
3. Sync emails with OroCRM (after it you can see your sent email in your folder)
4. Your contact replies on email (you can see it in Gmail)
5. Sync emails (after sync you will see in My Emails thread with 2 emails – yours and your contact’s).

Please, also make sure you are not use any filters on My Emails page which could filter emails from your contacts.
By the way, what version of OroCRM do you use?

Thank you!

[19princeParticipant]

Re: Filters. Nope, none.

Here’s my system info. This is a clean test install, with a bit of data, created to verify functionality.

Here’s the version info.

Oro Packages
Package Name Version License
oro/moment-timezone 0.3.1 MIT
oro/jsplumb 1.7.6 MIT GPL-2.0
oro/doctrine-extensions 1.0.8 MIT
oro/platform 1.8.0 MIT
oro/crm 1.8.0 OSL-3.0

Can we run a test on an internal instance. I’m likely contact in your CRM.

[Vita PogrebnyakParticipant]

Hi Darren, thanks for reply.

Lets check one more thing: your contact’s reply should be moved to the synced folder before email sync will be started (or labeled automatically by filter). Otherwise, such reply will not be synced with OroCRM (due to known issue with moved emails which will be fixed in the nearest bug fix release).
Please try to move received email to the synced folder before sync run an LMK the result. If it will not help we could contact with you and try to catch this issue together.

Thank you!

[19princeParticipant]

Lets check one more thing: your contact’s reply should be moved to the synced folder before email sync will be started (or labeled automatically by filter). Otherwise, such reply will not be synced with OroCRM (due to known issue with moved emails which will be fixed in the nearest bug fix release).

Once I label the first email in a chain, every reply after is covered by that label. I think this is the crux of the issue.

Further, I just ran test:

– I removed the label from a sync’d email.
– Then, I hit the sync button. The previously sync’d email stayed in OroCRM.
– Next, I labeled the email again…this time it included the reply.

And…no good. The issue persisted.

I’m pretty sure we’ve identified a bug here. If someone on your Q/A team wants me to walk them thru the issue…I’d be happy to let them into our test install.

[19princeParticipant]

Also, when is the next bug release?

[19princeParticipant]

~bump~

[Vita PogrebnyakParticipant]

Hi Darren
we are working on bugfix release which will include a lot of fixes for emails (removed labels for emails in Gmail as well).
We plan to make release on neares weeks.
We can notify you about the release when it will be done.

Best regards,
Vita

[Author]

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