Troubleshooting: Users outside network not receiving forwarded reports

Symptoms

Users and customers outside your network are not receiving automatically forwarded reports.

Possible solutions

• If only certain users are not receiving the reports, but others are, verify that report options are set correctly for those users, by performing these actions:
  1. On the Background Task Definitions form, click Report Options.
  2. For the report and user you are checking, verify that the Email Notification option is set to Yes.

     If Attach Report is set to Yes, you must also set Email Notification to Yes.

• If no users outside your network are getting the reports, verify that the Exchange Server through which the system routes email is set to relay email, by performing these actions:
  1. Open the Intranets form, Reports/TaskMan tab, and make note of the contents in these fields:
     • SMTP Server
     • SMTP Server Port
     • SMTP From Email
  2. Click Start > Run.
  3. In the Open field, specify cmd, and then click OK.

     The system displays a Windows Command Prompt window.

  4. At the command prompt, enter this command: telnet
  5. At the Microsoft Telnet command prompt, enter this command: set localecho
  6. At the prompt, enter one of these commands: o SMTPserver SMTPport or open SMTPserver SMTPport,

     where:

     • SMTPserver is the name of the SMTP server you collected from the SMTP Server field
     • SMTPport is the port number you collected from the SMTP Server Port field in Step 1.
  7. At the SMTP server prompt, enter the command: hello

     On some systems, this command might vary; for instance, you might have to enter the command as HELO or some other variation. The SMTP server responds with a message that ends with Hello, followed by the IP address.

  8. Enter the command: mail from:<SMTPfrom>

     where SMTPfrom is the email address you collected from the SMTP From Email field in Step 1.

     The SMTP server responds with a message ending in ...Sender OK.

  9. Enter the command: rcpt to:<recipient_email>

     where recipient_email is the email address of the user you are trying to relay the reports to.

     • If the SMTP Exchange server is not set up to relay email, the server displays a message similar to this:

       550 5.7.1 Unable to relay for recipient_email

       If you see this type of message, configure your SMTP Exchange server to relay the email. For the procedure, see your Exchange server documentation.

     • If the SMTP Exchange server is set up to relay email, the server displays a message similar to this:

       250 2.1.5 recipient_email

       If you see this type of message, continue with the next step.

  10. Enter the command: data
  11. Type a test message to send to the recipient.
  12. When you are finished with your message, press the Enter key, followed by a period ( . ), followed by the Enter key again.

      This terminates the message and queues it for sending.

  13. To exit the SMTP server session, type quit, followed by any other key press.
  14. To exit the Microsoft Telnet session, type quit
  15. To exit the command prompt window, type: exit
  16. Confirm with the recipient that the test message was received.