Amanda

I think you may need to look again at the exact circumstances that cause this to happen. There have been changes in the product around the sending of email and the creation of communications.

For example in Sage CRM 2017R3 a new feature was added that allows communication records to be created for emails that are automatically sent using an escalation rule. And Sage CRM 7.3Sp3 added the option to automatically create a communication from a workflow rule (community.sagecrm.com/.../SageCRM_5F00_7.3SP3_5F00_ReleaseNotes_5F00_EN.pdf)

I think you need to look at any customizations around these areas that may be conflicting with the new features.

Amanda

You can follow each part of the new email action.

You can see how the data is passed from the client to CRM using Fiddler.

The System Log will contain the reference to the System Action 1500 being called.

The corresponding SQL Log will show if the insert in Communications is attempted.

The New Email Action should in a New instance of Sage CRM.

If you are certain the settings are correct then you may want to look at anything like a firewall or AV program that is interfering with the actions.

Jeff,

This is not an email being sent in workflow or an escalation email. This is simply hitting New Email. This behavior is the exact same in all instances. It is the same in my own and my team is working around it to make sure we file the emails and know they went out. If it is consistent for all of our upgrades and you are not hearing about this from anyone else then it is us. We are missing something in the email setup that needs to be changed for CRM 2017 (not 7.3SP3 as this has not been an issue prior to 2017).

I'm reading through the enhancements but not finding what to do. Could it be a browser issue? All are using Chrome. I will have to call back into tech Support today but I'm not feeling confident I'll get a resolution. I'd love to share a log or error details but there are none. The good news is I can recreate it in many systems and environments. I think that's good news?

Thanks Jeff. Looking at the logs now for the most recent client upgrade.

Hi Amanda,

Quite a bit of work was done around the sending of emails for 2017 R1. This was regarding the introduction of TLS support for email sending and the Email Manager and the introduction of support for alternative authentication methods via SASL.

Most of the issues we've seen since have involved character encoding in attachments, but it's possible that there's some other exception occurring after the email is sent that is triggering the error message. There was an additional set of errors regarding escalation rules, but the fix might have squeaked into 2017 R1.

You should be able to get quite a bit more detail from the eWare system log. It's worth checking if the customers are all using the same mail server software (in case it's something specific to a brand of MTA - we tested quite a few, but can't test them all), and whether the "Use TLS" setting is enabled in CRM in Administration | E-mail and Documents | E-mail Configuration.

If there's no information in the eWare system log, then it could be worth taking a look at the SMTP logs from the mail server. Unfortunately we can't capture this traffic in our logs, but there might be something useful in there.

Thanks,

Rob