Eclipse Outbound Email Frequently Asked Questions -...

Eclipse – Outbound Email Frequently Asked Questions

Copyright © Epicor Software Corporation 2015. All rights reserved.

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Contents

How can I tell where in Eclipse to find the FROM address ........................................................................... 3

Why are emails from Eclipse arriving with seemingly random ‘From’ addresses? ...................................... 3

Why do all my emails have the same From Address Office 365 Customers ................................................ 4

Office 365 Customers ................................................................................................................................ 4

Can I Email Attachments in Eterm? .............................................................................................................. 4

Can I email more than one attachment? ...................................................................................................... 5

For old-style forms .................................................................................................................................... 5

For Eclipse Forms ...................................................................................................................................... 5

Why do some Customers not Receive Emails? ............................................................................................. 6

I'm Sending HTML emails - Where Do I Define the Logo? ............................................................................ 6

Bad .tif sent with disable Tiff/PDF output setup on Customer record ......................................................... 6

Send a report writer via email in Eterm ........................................................................................................ 7

Email Print Style hierarchy ............................................................................................................................ 7

What are the Pros and Cons to using the Tiff Format .................................................................................. 8

Why do my HTML Sales Orders look ok on the screen, but when I print them the right side of the page is

cut off? .......................................................................................................................................................... 9

Why is every Outbound Email being copied to a different address than the recipient ............................... 9

Errors Received when Emailing Scheduled Reports in Eclipse Report Writer .............................................. 9

Email Statement in Solar Failing ................................................................................................................. 10

Why is my Logo not showing when sending statement ......................................................................... 10

Activity Triggers........................................................................................................................................... 10

Setup a trigger for every customer ......................................................................................................... 11

Why do I setup Email Stmt-Inv Lieu of Prt trigger, statement is mailed, invoices are not ..................... 11

Can two identical triggers be used in Eclipse for sending email to two different addresses? ............... 12

Why aren't my Scheduled Activity Triggers emailing ............................................................................. 12

Activity Trigger Default Inherit ................................................................................................................ 12

How do I use the Calling Queue Activity Triggers ................................................................................... 12

SEND@CONTACT Activity Trigger Setups ........................................................................................... 14

AUTO / SEND@CONTACT / SEND@CUSTOMER features on an Activity Trigger .................................... 15



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Can I create 1 email with statement & invoices, not multiple emails ........................................................ 15

Why do all my emails have JetPCL watermark on image ........................................................................... 17

Why does emailing invoices with signatures results in error: Dynamic Picture Cannot Load .................... 17



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How can I tell where in Eclipse to find the FROM address

The Default From Address can be setup in a couple places.

The FROM address on emails from Eclipse follow a hierarchy.

If you are manually emailing an invoice from sales order entry…

First the system looks first at the email address in the user file of the person

emailing the invoice.

F2-System > F - System Files... > U - User Control... > U - User Maintenance

> Alt + A > Alt + M

If there is nothing in that file…

Eclipse will look to the control file: Default E-mail From Name

F2-System > F - System Files... > C - Control Maintenance > Keyword: FROM

Select Email ~ Default Email From Name

If the system does not find an address in either field…

Eclipse will look to the User Record and will generate an email address from the

Eclipse user ID + @companyname.com

If you are automatically sending emails, Eclipse will use the From address on the

activity trigger on the customer record.

F1-Files > C - Customer > load customer > Add'l Info - Alt + A > Activity

Trigger - Alt + T > Activity Props - Alt + P > Options - Alt + O > Send E-mail

Options

The software looks to the customer record first, if there is no From email listed it

then looks to the control file.

The Activity Trigger on a customer record is generally the culprit when seeing an

unexpected FROM address.

Why are emails from Eclipse arriving with seemingly random ‘From’

addresses?

The system will use the eclipse login or the login of the person who started the

process which generated the email @ the company domain name if there is no



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default from address for that user or a default from address set in the control ‘Email

Default from Name’.

Note: When setting up activity triggers that generate emails, if the user that adds the

activity trigger has an email address on their user record, the users email will be

what is used when the activity trigger is fired. The same default hierarchy for the

email from address is used for email activity triggers. This can be an issue with

batch statements being sent with various from addresses based on the user that

entered the activity trigger. To avoid this and keep the email from address the same

on all emails sent via the trigger, enter in the from address when setting up the

trigger.

On the email activity properties, select alt O to get to the options. The options screen

allows you to enter the From address.

Why do all my emails have the same From Address Office 365 Customers

Office 365 Customers

There are known Outbound Email issues with Office 365 as an email provider.

Office 365 requires username/password authentication to send email outside of the

company domain. Eclipse relays all emails to Office 365. The “From” address has to

match the username/password. Typically, customers are setup with only ONE email

address with Office 365.

Resolution

Customer will need to work with Office 365 on getting more than just the one email

address to authenticate on emails sent from Eclipse. Once they have setup more

email addresses the control record Default From can be cleared, and each User ID

will need to have their email address inserted.

Can I Email Attachments in Eterm?

It is a common request from customers to ask if its possible for Eterm or Solar to be

able to email customer their orders and the attachments that are on that order, all in

one email. Currently Eterm or Solar do not have this ability. The workaround is to



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have the user copy the image onto their computer and email that image via MS

Outlook.

Some customers have asked to be able to send an attachment with the monthly

statements or invoices that is announcing an upcoming sale or special event etc.

There is no way to add a specified attachment as indicated in paragraph 1, but they

can get creative and accomplish a similiar result. If the information that they want to

provide to their customers exists on their website (a page that talks about the special

event, sale etc) they can add text to the email body when sending the emails (batch

invoices or batch statements) that includes the url link.

Can I email more than one attachment?

For old-style forms

At this time Eclipse only supports single TXT, HTML, or PDF attachments. Only

one attachment per email.

For Eclipse Forms

Beginning with 8.7.2, the system can be set up to send invoices in batches when

using the "Batch Invoices in lieu of Print" trigger. This will work for both "E-Mail Sale

Doc" and "E-Mail Sales Doc HTML" activity.

You must set a control maintenance record, assign the kind of attachments to use,

and indicate in the forms setup how many attachments for the system to use.

Control File: Grouping Method for Emailed Batch Invoices (default value:

Single)

"Single" will result in a one-for-one email: sends multiple email, each

with an individual invoice as the attachment.

"Multiple" will result in one-for-multiple email: sends one email with an

attachment containing multiple invoices. It will NOT attach multiple

single-invoice attachments.

You can also set it per Customer within Customer Maint > Pricing >

Grouping Method for Emailed Batch Invoices.



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You can manage the attachment file-size by setting the

number of invoices within each attachment.

In Eclipse Forms Setup > Documents Per Batch

Set the number of invoices included in each attachment.

If left blank, the default value is 10.

When reaching the limit, additional emails will be sent for the balance

of the invoices, each attachment having no more than dictated here.

Why do some Customers not Receive Emails?

Another common issue mentioned is that most customers receive emails, but a

handful do not. If even some customers are receiving emails from Eterm then the

system is setup to properly send out email packets to their exchange server and the

emails then go to there intended destination. If outbound email was not properly

configure NO emails would go out at all. Most likely emails are being sent from

Eterm and then are blocked by the recipients spam filter. Explain to our customer

that they will have to contact their customer and have them WHITELIST the domain

name.

You can verify the default From: address in Eterm under F2 > F > C > keyword =

Default E-mail From Name, this is the domain name that needs to be

WHITELISTED.

I'm Sending HTML emails - Where Do I Define the Logo?

The logo location is set in the control record (system>system files>control

maintenance) "branch specific e-mail html logos". Each branch needs to be set with

the desired logo that is accessible on the web. i.e.

Bad .tif sent with disable Tiff/PDF output setup on Customer record

Issue: Bad .tif sent with disable Tiff/PDF output setup on Customer record

Resolution: This is an issue with VSIFAX. Please open a request with the Eclipse

UNIX Team to address



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Send a report writer via email in Eterm

1. Go to the report writer screen (F2-M or F8-F2-R)

2. Enter the design ID of the report writer

3. Alt R (Run)

4. Alt O (Opts)

5. Pick the Scheduling option – enter the scheduling criteria

6. Escape out

7. Then Alt O again

8. Pick E-Mail

9. Enter email address, subject and put something in the body of the email

10. Escape out

11. Then alt H

This should put the report into the phantom for the date/time specified. An email

should be received with an attachment as well as the report being sent to the hold

file.

NOTE: Scheduling MUST be done first or the email does not get sent.

Email Print Style hierarchy

The standard hierarchy for finding the print style is that the forms program obeys the

print style input by the user through the Sales Order Entry Order Reprinting Options

screen (press Alt P from the Order Status screen).

If the order isn’t a reprint, the forms program looks at the Sales Order Entry header

screen for a print style override. If the print style isn’t overridden, it uses the print

style that was assigned to the Ship To customer (this is located on the pricing

screen of customer maintenance). If that’s blank, it uses the print style assigned to

the Bill To customer. If it still can’t find a print style, it uses the print style assigned in

the control record ‘Default E-mail Print Styles’. If this control record is blank, it uses

‘MBX.SDOCS’ for Invoices, Bids, Ship Tickets and Acknowledgements and

‘MBX.PO’ for PO’s, Direct PO’s and Bid PO’s. If those print styles don’t exist, it uses

the print style called ‘DEFAULT’. If that print style doesn’t exist, it sends the e-mail

form with one pricing column using NET pricing.



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The path to view or setup print styles within Eclipse is: F2 – System > F – System

Files > P – Printer Setup > Y – Print Style Maintenance.

What are the Pros and Cons to using the Tiff Format

Tiff format

Pros:A .tiff image is rendered and attached to the email which is an exact replica of

printed forms.

Any changes made to printed forms are immediately reflected in email forms.

All details included on printed forms can now be sent via email including signatures.

This will provide complete consistency between printed and emailed forms. Look

and feel, content etc….

Cons: A small percentage of customers will not be able to receive .tiff images

Typically this occurs when a firewall has been set to allow only specific file

attachments and .tiff images were not included in the formats allowed.. In this case

minor adjustments of the firewall will allow the images to pass.

Also there may be customers which have older operating systems (older then

Windows 95) or who do not have the programs needed to view .tiff images installed.

For the latter, the user’s IT personnel should be able to install or grant access to the

needed programs.

Information contained in a .tiff image cannot be copied and pasted to separate

applications, such as Word or Excel.

Slightly larger file sizes than text or HTML emails.

HTML/ Plain Text format

Pros: There are very few customers who cannot receive one or both of these

formats

Text can be copied and pasted to a number of other programs.

Cons:Changes made to printed forms are not reflected in email forms. Email forms

must be modified IN ADDITION to printed forms and will be quoted accordingly.



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Custom modifications charges will apply to have both HTML and Plain Text forms

modified to match printed forms.

NOTE Custom Programming is needed because almost 100% of the time our

customers printed forms are custom. They are coded specifically to our customers

needs at Go-Live. As such when we install our standard email forms the almost

NEVER match the printed forms on site. I cannot stress enough that this needs to be

made perfectly clear when discussing Outbound Email with a customer. I

understand that this is an obstacle in the sales cycle, but is necessary to prevent

surprises that make our customers very angry.

Why do my HTML Sales Orders look ok on the screen, but when I print

them the right side of the page is cut off?

The logo set in the ‘HTML logo’ Control file must be now wider than 430 pixels or the

order will not print properly.

Why is every Outbound Email being copied to a different address than

the recipient

Q. I find that Eclipse system is sending out a copy of every Outbound email (no

matter it is a SO, PO or even a bid) to one of our email address [email protected]. I

want to find out where is this set and can I turn it off?

A. There is a control record “Outbound E-mail Log”. This will send a BCC of the

email to the email address listed in the Control Record. If this is blank then no BCC

is sent. Remove the email address from that control record and it will stop copying

the email to that address.

Errors Received when Emailing Scheduled Reports in Eclipse Report

Writer

ERROR: Report Scheduling was unable to email the report to: email address due to

Error calling Web Service: http://Eclipse Server

IP:2080/reporting/client/EISWebService



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SOLUTIONS: Look at the title of the report, this error has been reported when the

report title includes an &

Email Statement in Solar Failing

Problem: When emailing a statement in Solar, the email does not get sent or

resulting email is nothing but special characters. This may be an issue reported as a

problem for only a couple of users. The same user should be able to email the

statement in Eterm without a problem.

Solution: This has been found to be an issue with using the email button or icon on

the print statement window. Have the user test sending the email by choosing

File>send email instead of clicking the button. If that method succeeds, the

button/icon has become corrupt and needs to be re-added. In the print statement

window, select User Tools -- select email on the right and choose to remove. Save

the changes. Go back to user tools and add the email button back. Save the

changes and test.

Why is my Logo not showing when sending statement

Check to see how emails are currently being sent. Go to the control record "email

attachment settings" - see what the statements are set to. F2>F>C keyword e-mail

attach e-mail attachment settings

If the printed statement has the logo (and it's not pre-printed on the paper), setting

the control record to "pdf of print form" should resolve --need to test to see.

If changing the e-mail settings does not give a resolution, you will need to contact

either of these two teams:

Eclipse Customs Team if you are a Non Forms customer

Eclipse Trans Team if you are a forms customer

Activity Triggers

There is great information in the online help regarding activity trigger, how to set

them up and the different options available.

Note: Only use the help launched from Solar. Eterm help is no longer updated.



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Essentially a trigger is designating something (perhaps an email to the customer) to

happen when an event happens in Eclipse. i.e. When a new sales order is created,

email the sales order document to the customer.

Activity triggers can be set up in various locations including, branch, customer bill to

and customer ship to. There is a hierarchy that is used when the inherit functionality

is in place. This is detailed in the online help.

Setup a trigger for every customer

To do this:

Create a Corporate customer in customer maintenance. Add the needed triggers to

this customer. Use the automatic email options for the to email address (auto,

send@customer, send@contact). Define this customer as the corporate account via

the control record: Corporate Customer

Make sure that the control record "Activity Trigger Default Inherit" is set to Y.

All customers will now use the activity trigger(s) defined in the corporate customer

record.

Why do I setup Email Stmt-Inv Lieu of Prt trigger, statement is mailed, invoices

are not

When using Email Stmt-Inv Lieu of Prt trigger, statement is mailed, invoices are not.

In order to have the Activity Trigger "Email Stmt-Invs lieu of Prt" email the statement,

and all associated invoices, you have to verify the Print Statement filter has Also

Print Invoices set to Yes.

In Eterm go to F4 > P > Also Print Invoices. This flag has to be set to something

other than No. Then the Activity Trigger will properly email the statement, plus all

open invoices. We reviewed the Print Statement routine (F4 > P). This routine has a

filter for Also Print Invoices.



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When you select alt E to email the statements it does not respect this Also Print

Invoice filter. In testing, it also does not seem to work if the print job is scheduled.

This only works when you select the alt P to print or alt H to hold. Customers with

the activity trigger "email stmt-inv in lieu of prt" will receive the statement and all

invoices via email. Customers without this trigger will have their invoices and

statements printed.

Can two identical triggers be used in Eclipse for sending email to two different

addresses?

Eclipse will use the first listed trigger if two identical ones are set up. Eclipse will

ignore the second of the two identical triggers.

Why aren't my Scheduled Activity Triggers emailing

Customers migrating from a Unix server to a Linux server sometimes encounter an

issue where all manual emails work and are properly sent. But the scheduled

processes they have configured (scheduled Print Invoice, Print Statements, etc) do

not properly send the email when the scheduled process kicks off.

Please open a request with the Eclipse UNIX team to verify the eclipseB user on the

Eclipse server is properly added to the SUDO list.

When the scheduled phantom process starts a print invoice routine the user on the

network that performs this process is eclipseB. If this eclipseB user is not assigned

to the SUDO list properly Eterm cannot run these scheduled processes.

Activity Trigger Default Inherit

With the control record Activity Trigger Default Inherit set to YES. Orders will use the

Activity Triggers for the Entity ID setup on the Ship Branch of the order.

How do I use the Calling Queue Activity Triggers

Q: Customer wants to run CALLING.QUEUE.PH.TRIG once daily so that their

customer will receive a report of items in the calling queue. However, if the customer

has not yet come to pick up the order, can the trigger somehow “expire” so that the

order is again sent to the customer?

A: It does not appear to be possible in the current release (80717). When

CALLING.QUEUE.PH.TRIG is run, it will mark a particular order as having been



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triggered and will not trigger it again. Therefore the customer will only get notified

once per order generation if they have the trigger set up.

Q: How does the calling queue trigger “Order In Calling Queue” actually get

triggered? Will it get triggered by an order entering into the Calling Queue? Some

other way?

A: Here are two sequence diagrams describing how an order gets into the calling

queue and when the “Order in Calling Queue” trigger gets fired.

Q: Why doesn’t the trigger work for “TROUBLE” items?

A: I think it does, but the problem is that once the trigger has been activated once

for a “NEW” order, that order will not be sent again even if it qualifies for the



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“TROUBLE” trigger. Perhaps the order should be triggered once for each trigger

type instead of just once overall? Sounds like a good enhancement to me.

How do I setup the AUTO / SEND@CONTACT / SEND@CUSTOMER features on

an Activity Trigger

SEND@CONTACT Activity Trigger Setups

SEND@CONTACT

You can configure Activity Triggers on Customer records to automatically send the

email to the Contact that was added to the ordered by field on the Sales Order

Header. Follow the steps below to configure this type of Activity Trigger.

Setup control file F2 > F > C > keyword = Validate Name In ‘Ordered By’ Field

Against Customer Contacts = Yes. This tells Eclipse to look at the Contact on the

ordered by field of the Sales Order to find the email address that will be used on the

activity trigger.

Next configure the Customer maintenance screen to require ‘Ordered By’ on the

header of all SO’s. To do this go to F1 > C > enter Customer > alt I > place check

mark on Only customer's authorized personnel may place orders.

Add Contacts for this Customer. F1 > C > enter Customer > alt C > add new

Contact. Verify you enter an email address for this new contact (WWW hotkey). You

can also add new Contacts directly from the SO if they do not already exist.

Create Activity Trigger. From F1 > C > enter Customer > alt A > alt T > add Activity

Trigger > alt P > enter SEND@CONTACT in the To: field of the properties for the

Activity Trigger.

Once the above settings are created, when you process a Sales Order for the

Customer the assigned Activity Trigger (with SEND@CONTACT as the email

address) will look to the ‘Ordered By’ field on the header of the SO, and send the

email to that Contacts email address.

Setting Eclipse up this way requires that all Sales Orders created have a name in

the Ordered By field on the Header of the Sales Order. And it requires that the

Ordered by name is a valid Contact for this Customer in Eclipse. Once this is



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configured the Activity Trigger will always send the email to the Contact that was

used on the Ordered By field.

AUTO / SEND@CONTACT / SEND@CUSTOMER features on an Activity Trigger

When set by an activity trigger, automatic e-mails have a specific address hierarchy.

That is, for each type of automatic e-mail address that you enter in the To field on

the Activity Trigger Send E-Mail screen, the system looks through e-mail addresses

in a specific order.

The customers site must configured the Control File Validate Name In 'Ordered By'

Field Against Customer Contacts, with a YES. The Contact in Eclipse must also

have an email address entered on the WWW hotkey of the Contact record. With this

in place when the activity trigger is kicked off, Eclipse will look at the Contact on the

Ordered By field on the Header of a Sales Order. If this Contact has a valid email

address on their Contact Record then Eclipse will email that individual.

The automatic email addresses cannot be combined with other addresses because

Eclipse then interprets the automatic address as a literal address value, and it will

fail to send.

Can I create 1 email with statement & invoices, not multiple emails

Note: Older forms printing solution we are not able to combine emails into one file. It

is something that's available in the newer Eclipse Forms printing solution. We are

currently working with beta sites on bringing older site to the new forms printing

solution. We should be making it available for more sites soon. I am sending this SR

back to support so they know this too. Eclipse Forms can combine PDFs into one

file, old forms is not able to.

This requires a point to 872 or greater to receive the following functionality: E-



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mailing Multiple Invoices In Release 8.7.2

Want 1 email with statement & invoices, not multiple emails

E-mailing Multiple Invoices: If you are using Eclipse Forms, the system can be set

up to send invoices in batches.

1. You must set a control maintenance record

2. Assign the kind of attachments to use

3. Indicate in the forms setup how many attachments for the system to use.

(Important: If you use Eclipse Custom Forms, you will need to schedule integration

for those forms to use this enhancement through a service request for our custom

integration team.)

Set the Control Maintenance Record

• F2 > F > C

• Search for: Eclipse Forms – Grouping Method for Emailed Batch Invoices

o The options are Single or Multiple.

Choose the desired method to receive a single e-mail with all invoices attached or

multiple e-mails (one for each invoice). The outcome of setting this control record

sends a single e-mail with multiple invoices attached in a single attachment or sends

individual e-mails for each invoice.

The default value is Single.

You can override the global setting at a customer level using the Pricing Information

options in Customer Maintenance. You can also override the setting at the individual

customer setting on the Invoice Printing Options through Customer Maintenance.

Next Step:

The E-Mail Stmt-Invs Lieu of Prt and Batch Invs in Lieu of Print activity trigger must

be set for the customer. (Note: These both apply to the E-Mail Sales Doc and E-Mail

Sales Doc HTML documents.)



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• F1 > C > Load Customer > Alt + A > Alt + T

1. Trigger Description: E-Mail Stmt-Invs lieu of Prt

2. Activity Description: E-mail Stmt w/Invoice document.

Additional Information: Based on your system e-mail settings regarding file size

attachments, the system may not be able to send a single e-mail with the

attachments. If invoices are very large, your e-mail server may reject the file due to

size limitations.

Consult your system administrator if you are concerned about size limitations. You

can override the global setting at a customer level using the Pricing Information

options in Customer Maintenance. Setting the Grouping Method You can also

override the setting at the individual customer setting on the Invoice Printing Options

through Customer Maintenance.

Why do all my emails have JetPCL watermark on image

IF VSIFAX SPOOLER is down and customers try to email documents that are to be

converted they will get this watermark on the document because it seems the

command can’t validate that it’s running on a valid vsifax installation and assumes

the code has been placed on a non-VSIFAX machine for the purpose of converting

the file to tiff.

There is most likely other VSIFAX issues this could be related.

The solution is to open a request with the Eclipse Unix Team to reboot VSIFAX.

Why does emailing invoices with signatures results in error: Dynamic

Picture Cannot Load

This issue comes up when a Eclipse Forms Customer sends an invoice.

To correct this issue, you will need to open a request with the Eclipse ADVSUPP

Team to restart the Eclipse Forms Server and its processes.

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