Incoming and Outgoing Emails

In SimpleOne, email processing (sending and receiving) is done via the Email (sys_email) table. This table stores information about all received and sent messages in the system. The incoming email check is performed once a minute automatically. Outgoing emails are generated by the system when conditions defined in a notification rule are met.

To check:

• the incoming emails, navigate to System Mailboxes → Incoming Emails.
• the outgoing emails, navigate to System Mailboxes → Outgoing Emails.

Use the condition builder tool and filtering to make a specific selection or to find the necessary message. You can also configure a personal list layout to see the information you need.

tip

• Every email is represented as a table record.
• Incoming emails contain an attachment in .eml format that is a copy of the original email. If the original email contains files, they are also attached to the record.
• The system does not support deleting emails.

To enable or disable email receiving and sending, you can configure the simple.email.read.active and simple.email.smtp.active properties.

Email form fields

Field	Description
Direction	The email direction. Available options: Incoming Outgoing
From	The sender address.
To	The recipient address.
Type	The type of the new message. Depending on the type, the Inbound Email Actions are executed. See the Email types section.
Carbon copy	The addresses of secondary recipients.
Blind carbon copy	The recipient addresses, which will be hidden from other recipients.
State	The message state. See the Email states section to learn more.
Email account	An email account that is used for sending or receiving emails. See the Email Accounts article to learn more.
Created on server at	This field displays the date and time when the message was received.
Subject	An email subject. It should be entered in plain text, as described in RFC 822.
Body (Plain text)	The message content in plain text. Service information such as HTML tags, CSS styles and options, and others is discarded automatically. If the message does not contain values for this field, it is populated with the Body (HTML) field without service information.
Body (HTML)	The message content in HTML format. The following HTML features are supported: Headings Text effects Text alignment Text and background color Font sizes Media files Numbered and bulleted lists Tables and blocks Hyperlinks

Related lists on the Email form

• Inbound Actions Used – related records from the Inbound Email Action (sys_email_inbound_action) table.
• Troubleshooting – related records from the Main Log (sys_log) table. Read more in Troubleshooting.
• Email Exceptions – related records from the Email Exception (sys_email_exception) table. The records are created when a parsing error occurs and contain error information.

Supported character encodings

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For incoming emails, SimpleOne supports the encodings listed below. For outgoing messages, SimpleOne uses UTF-8. Note that email account servers may encode sent messages using other standards.

• UTF-8
• ISO-8859-1 (Latin-1)
• ISO-8859-2 (Latin-2)
• Windows-1251
• KOI8-R

We recommend you to use UTF-8, since this encoding provides the best coverage of symbols amd compatibility. The emails that use encodings that are not included in the list may not be parsed correctly.

Email states

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Incoming and outgoing emails proceed through the states that are listed in the table below:

State	Description
Attaching	The attachments are downloaded. After it is done, the state changes to Ready.
Ready	The message is ready for further processing.
In process	The message is being delivered.
Processed	The message was handled correctly (sent or received, depending on the Direction field value).
Failed	The message processing was unsuccessful for some reason. See the Troubleshooting section.
Ignored	The message is inactive and will be ignored. Incoming emails If the sender's email address (in the From field of the Email table) is already stated in the From field of one of the Email accounts in the instance. Outgoing emails If email sending is deactivated with the system property simple.email.smtp.active. If the To field is empty. If the Send to self checkbox is clear in a notification rule and the email has only a notification caller as a recipient, the rule creates an email with the Ignored status. To allow users to send messages in this case, select the Send to self checkbox in the notification rule. See the Notification Handling article to learn more.
Parsing error	The email cannot be processed due to errors.

Email types

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Email types are used for triggering some Inbound Email Actions.

Type	Description
New	A newly created or received message.
Forward	A message resent from another email address. This type is defined by specific words in the message subject. The list of words is defined by the simple.email.forward_subject_prefix property. For example: fwd:
Reply	A reply to one of the previous messages. This type is defined by specific words in the subject. The list of words is defined by the simple.email.reply_subject_prefix property. For example: re:
Delivery	A message about successful message delivery: the receiver got the email. This information is taken from the Content type field of the Email record. Note that the field is not added to the form.
Calendar	A message containing an event. This information is taken from the Content type field of the Email record. Note that the field is not added to the form.

Troubleshooting

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In the Related Lists area of the Email form, there is a tab titled Troubleshooting that stores logs related to the current message. This list references the Main Log (sys_log) table, which stores the logs related to the record.

If a message is in the Failed or Ignored state, perform the following steps:

1. Open the message you need.
2. In the Related Lists area, select the Troubleshooting tab.
3. Open the record. In the Message field, you can find the cause of the error.

Email Exceptions

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When an error interrupts email processing, the email's state changes to Parsing error. These emails are removed from the standard mail processing flow and require user attention. A user must address the underlying issue and then the email can be processed again.

Records referring to such emails are stored in the Email Exception (sys_email_exception) table. You can also access the exception records from the related lists area of corresponding records in the Email (sys_email) table.

Email Exception form fields

Field	Mandatory	Description
Message ID	Y	The message ID of the incoming email.
Email	Y	The email record ID in the system.
Exception	Y	A reference to the exception record that contains an error message.