Kbase P124678: Customer emails not being parsed into worklflow queue when sent through support alias
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
22/04/2008 |
|
Status: Verified
SYMPTOM(s):
Customer emails not being parsed into worklflow queue when sent through support alias
Calls not opened sending mails to support aliases
Customer not receiving notification of calls logged through email
Calls not opened sending mails to support@progress.com
Calls not opened sending mails to emeasupport@progress.com
Calls not opened sending mails to asiapac-support@progress.com
Customer not getting notifications on new cases logged
Customer not getting notifications on updates to existing calls
No mail receipt of notification of call logged
No mail receipt of notification of failure
customer's e-mail not getting through the parser
CAUSE:
The email request for Technical Support could NOT be processed as sent. Resolving your issue is very important to us, but due to heavy volumes of SPAM we are only able to open a case via email if the content of the subject line meets certain criterion listed below.
FIX:
Please check your spam filters are not blocking our notification, which is sent from the account: ack-emeasupport@progress.com with the Subject header:
Subject: RE: NOT Able to Accept: (your e-mails subject line)
Then, please re-send your e-mail request in as HTML and text, or text-only format with one of the following in the Subject line:
If updating a current Work Request number, include the W/R number in the subject header. For example: W708130001
your mail will be added to the Work Request Number listed, so it is important that this is a current open request and the number is correct.
If opening a new support request, either:
a) The 9 digit serial number of the product the case is being opened for
OR
b) The phrase: Technical Support issue
Alternatively:
a) use the Knowledge Center "Contact Support" to open your case:
http://progress.atgnow.com/esprogress/Login.jsp
b) request a TechSupport Direct Login or phone your support region on the relevant toll-free numbers.
For more information on Progress Technical Support go to: http://www.progress.com/support_main/index.ssp