Troubleshooting Email

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Contact Atlas Systems Support for help in troubleshooting email problems. Atlas Systems support is available at 757-467-7872 or (800) 567-7401. You can also email support at service@atlas-sys.com.

Email templates are created in the Customization Manager and accessed in the Client. They are housed in the EmailTemplates table of the database. The Aeon web server uses a windows process called the System Manager to send out all pending emails that are in the Aeon system every two minutes. The System window on the Home page allows Special Collections staff a window into the activity of sent emails. This is the place to view and manage failed and pending emails. Access pending or failed emails by clicking the appropriate row in the System window on the Home page.

Reviewing Emails in the Request and User Information Forms

You can view the status of all emails that have been sent for a transaction on the Request form on the E-Mail Pane of the History tab. Emails sent using the user templates can be viewed on the E-Mail Pane of the History tab of the User Information form. Emails cannot be edited, cancelled or resent in the Information or Request forms. This is done using the System Manager.

Using the System Manager for Emails

Failed Emails

Clicking E-mail Messages Failed in the System pane opens the Failed E-mail form. Here, emails that fail to send can be resent individually or as a batch. They can also be cancelled (removed from the Aeon database and not sent). Resending an email gives staff the option to edit parameters such as an incorrect address or to change wording in the email template body. The top of the screen contains a grid of all failed emails. The bottom half of the screen displays the details of the email you select by clicking on it. Failed emails display an explanation of the failure in the Note column of the grid (e.g.,if there was an error from the mail server).

Actions available on the Failed E-mail tab include:

  • Refresh List: Refreshes the Failed E-mail list to include any new failed messages from the System Manager.
  • Cancel E-mail: Cancels the email and removes it from the Aeon database.
  • Resend E-mail: The email moves to the Pending E-mail tab to be processed by the System Manager.
  • Resend All: Moves all emails from the Failed E-mail tab to the Pending E-mail tab to be processed by the System Manager.

Pending Emails

Clicking E-mail Messages Pending in the System pane opens the Pending E-mail form. Here, emails that are waiting to be processed by the System Manager can be cancelled individually or as a batch. When they are cancelled they are removed from the Aeon database and not sent. The top of the screen contains a grid of all pending emails. The bottom half of the screen displays the details of the email you select by clicking on it. Actions available on the Pending E-mail tab include:

  • Refresh List: Refreshes the Pending E-mail list to include any new pending messages from the System Manager.
  • Cancel E-mail: Cancels the selected email or emails and removes them from the Aeon database.

Emails that are sent and fail will return to the Failed E-mail tab for further processing.

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