Email address for contacts after Upgrade

[pcm2503]

HI all,
Have noticed after upgrade to 5.3.0.3 that the email contact address has the first section removed leaving only the domain name of customer. ie user@domain.com.au becomes domain.com.au.
when logging a new ticket for that customer you then get error saying email address is invalid. as a result this customers emails to log a ticket have been failing to record them.

Anyone noticed this ? Is there a fix i can;t find (other than entering the details again)

regards,

[Support Team]

Hi,

Thanks for posting this.
The RangerMSP 5.3 upgrade process doesn't edit any of the Email address values; however, this may have been caused by another employee. We generally suggest keeping email domains in the Email2 field (details tab), and actual email addresses in the account's Email1 field, so that when tickets are created, the Email1 field will be copied to the recipient field, while the system will still know how to match the email domain's of non-registered email addresses to the correct accounts.

In the event that you have Domain names set up in the Email1 field, this pretty much guarantees the need to reselect a different contact, manually edit the recipient email address, or remove the recipient email address altogether.

Hope this helps.

Regards,
Rinat

[allenc]

should email2 (address tab I believe) be coded as domain.com or @domain.com for the CommitCRM email processor to work correctly?

[Support Team]

Hi Allen,

Thanks for posting this.
You'll need to set up the Domain.com format for the Email Domain Matching feature. Using the @Domain.com formatting won't work.

Hope this helps.

Regards,
Sherry