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.

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.

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

FieldDescription
Direction

The email direction. Available options:

  • Incoming
  • Outgoing
FromThe sender address.
ToThe 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 copyThe addresses of secondary recipients.
Blind carbon copyThe recipient addresses, which will be hidden from other recipients. 
Status

The message status. See the Email statuses section to learn more.

Email accountAn email account that is used for sending or receiving emails. See the Email Accounts article to learn more.
Created on server atThis field displays the date and time when the message was received.
SubjectAn 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 are discarded automatically.

If the message does not contain values for this field, it is populated with the Body (HTML) field with no service information.

Body (HTML)

The message content in HTML based on the rich text format. The following features are available:

  • Headings
  • Text effects
  • Text alignment
  • Text and background color
  • Font sizes
  • Media files
  • Numbered and bulleted lists
  • Tables and blocks
  • Hyperlinks

Email statuses

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

StatusDescription
AttachingThe attachments are downloaded. After it is done, the state changes to Ready.
ReadyThe message is ready for further processing.
In ProcessThe message is being delivered.
ProcessedThe message was handled correctly (sent or received, depending on the Direction field value).
FailedThe message processing was unsuccessful for some reason. See the Troubleshooting section.
Ignored

The message is inactive and will be ignored.

The Ignored status is set for:

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.

Email types 

Email types are used for triggering some Inbound Email Actions.

TypeDescription
NewA 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:

DeliveryA 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.
CalendarA 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 

In the Related Lists area, there is a tab 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 statuses, perform the following steps:

  1. Open the message you need and scroll down to the Related Lists area.
  2. Click on the Troubleshooting tab.
  3. Open the record. In the Message field, you can find the cause of the error.

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