Error message when sending SOP invoices by email

Question Status

Verified
Olivier Roy asked a question on 29 Sep 2017 2:32 PM

Hi everyone,

I thank you in advance for taking a look at this with me.

We started, not so long ago, to send our invoices by email. We set GP, invoices WORD template and customers so everything worked fine (so we thought). Some of our clients still wanted paper invoices so, in the batch printing, we use both option (Print documents AND Send by email) so the clients who want his invoice sent by email does and the other are printed. So far so good!

Here's the problem! Typically, the invoices that were unable to be sent by email appear in the exceptions report printed after the execution of the operation. When the Customer have an email address in "Cc" but nothing in the "To" email address, GP does nothing  (not sending this client invoice by email nor printing it AND don't give us any hint that the invoice have not been delivered to the Customer in the exception report.

I'll admit that a Customer with no "To" email address but as a "Cc" address is odd.

I still think that GP should delivered the invoice to the "Cc" email address OR print the invoice and give us a message saying why he didn't send the invoice by email.

I'm probably missing something in this case. That's why I'm refering to the community.

We had to put extra validation where, I think, the system should provide!

Your help would be welcome.

Kind regards,

Olivier

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Ben Doss responded on 1 Oct 2017 11:32 PM

Hi Oliver,

does the issue occur if the current email in the cc field is added in the to field on the customer card?

Also what is the window you are currently using to email those invoices? ( can you please share the path to access this window, e.g: inquiry > Sales > Transaction By Customer..)

Please let us know

Thanks

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Olivier Roy responded on 2 Oct 2017 7:35 AM

Hi Ben,

Since we are batch emailing/printing (Sales > Transactions > Print sales documents (with "Print document" and "Send the documents by email")), all client's emails (To:, Cc: and Bcc:) are set in the Customer cards before invoicing. Doing so, email addresses are automatically imported when creating the invoice.

My client is using a french translaction for GP so the names in the path might be a little off ... sorry about that! :)

Looking forward for you insights.

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Rosemary responded on 2 Oct 2017 8:17 AM

Hi Oliver,

Have you considered creating two separate batches?

Another question, is it the same customer that would like both emailed as well as printed?

Regards

Rosemary

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Ben Doss responded on 3 Oct 2017 9:03 PM

Hi Oliver,

Thanks for your update. I tested this and GP emailed successfully with an email in the cc field and none in the email to field.

But in my test I used just a few customers in my Batch, so could it be that for a very large Batch, the issue could be replicated? any customization interfering with the process, since your mentioned that your client uses a French translation in their system?

I am not really sure, but since the issue appears to occur only for customers

A

Not having an email address in the email to field.

but instead

B

Having an email address in the cc field,

could it be possible to

I

Make a Backup of the Production to a Test Environment

II

In a Test Environment for all customers having the this conditions A & B above, run the a SQL statement on the SY01200 to update the email to address with the customers current email address in the cc field.

III

If the process works successfully in the test environment, replicate the same steps in production ?

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Olivier Roy responded on 5 Oct 2017 8:18 AM

Hi Rosemary,

By what would you separate batches ? By "sent by email" vs "Printed" ?

If so, the problem happend only in the ones we want to be "sent by email". When they have a email To address, works perfectly! When there's no email To address but a Cc email is present, the invoice isn't sent by email nor printed. I might have missunderstand your point. Feel free to precise it if needed.

The invoice by email is based on clients adherance. Some want it other don't (set in client card). In every invoices batches, there is email-able and printable invoices. By selecting both options (Print documents AND Send by email) when printing invoice batches, the invoice is primary sent by email if everything is set correctly. If impossible to be sent by email, we normally receive a message in the SOP Error log and the invoice is printed. The error log is looked at to spot setting errors.

That's how my client is set at the moment.

Feel free to ask if you'd like precision or if you have suggestion.

Thank you for your time.

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Olivier Roy responded on 5 Oct 2017 8:49 AM

Hi Ben,

If your suggesting that I copy the "Cc address" in the "email To" address, I can't do this.

My clients need it the way it is. Some customers have general address to which every invoice as to be sent in Cc.

Thank you for your suggestion but I can't go that way at the moment.

First of all, I'm looking for a confirmation that, when printing batches of invoices and no email To address is set for a client, GP won't even considere the Cc address.

Depending on the answer to this question, I'll set the system to fit their needs or work with my client to mitigate the problem the best way possible (probably updating the email To address with the Cc as you suggest).

Thank you for your answer.

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Verified Answer
Ben Doss responded on 7 Oct 2017 9:28 PM

Hi Oliver,

Thanks for your update.

Per Oliver

<<Some customers have general address to which every invoice as to be sent in Cc.

When the Customer have an email address in "Cc" but nothing in the "To" email address, GP does nothing  (not sending this client invoice by email nor printing it AND don't give us any hint that the invoice have not been delivered to the Customer in the exception report.

I'll admit that a Customer with no "To" email address but as a "Cc" address is odd.>>

Per Ben:

A

If I understand the issue correctly, on the customer card, some of your clients’ customers have an email address in the “email cc” field but not an email address in the “email to field” and the issue you reported occurs mainly for these type for customers missing an email address in the email to field but having an email address in the email cc field.

If this is correct, in regards to your following point:

Per Oliver:

<< I'm looking for a confirmation that, when printing batches of invoices and no email To address is set for a client, GP won't even considere the Cc address.>>

Per Ben:

A.1

In GP 2015, when I tested this scenario from the Print Batches window, customers missing an email address in the “email to” field but having an email address in the “email cc “ field received the generated invoice via email.

A.2

In GP 2013, when I tested this scenario from the Print Batches window, customers missing an email address in the “email to” field but having an email address in the “email cc “ field did not receive an email. The exception reported the following however:

A to, cc or bcc address could not be found

Truly, this was not correct, because the customer had a cc email address.

A.3

One similar outcome I was able to recreate that you pointed to, was the fact that the second time when I tried to print/ email invoices from the same Batch, the invoice set to print, printed, however, the invoice set to email did not email and this time, the exception report did not get generated, with no indication (unlike the first attempt) as to why the invoice did not email.

My reasoning for the exception report not printing this second time, was due to the fact that GP pointed to the word template still processing displayed at the bottom of the screen. It was a new GP 2013 install that I just setup to test this issue, so I think I still need to install the word template add in to not get this message “template are still processing”

A.4

So in GP 2015, GP does email to customer only having an email in the cc field.

In GP 2013, GP does not email from the Print Batch window customer having only an email in the cc field.

A.5

My recommendation to circumvent that is the following:

A.5.1

If they use the word template feature, please sure that after emailing, the users are not encountering an issue with the word templates being generated which may be preventing the exception report to be generated.

A.5.2

If email addresses in the cc field, is always going to be the email address that should receive the invoice,

you can create an address ID which will be set as the Billing address ID

the email address previously in the cc field on the other address ID used, can be added on this Billing address ID in the email to field

considering that invoices are created/ setup with this Billing address ID, invoices will email successfully.

or

A.5.3

My other recommendation, pertains to my previous comment I made about doing a mass update in the back end and testing it in a test environment first.

or

A.5.3

If they are going to upgrade very soon to GP 2015, the good news is it works successfully based on the test I did.

Reply
Olivier Roy responded on 12 Oct 2017 3:09 PM

Thank you so much for your answer Ben! Very precise and exacly what I was pointing at!

Since no upgrade in a near futur, I'll suggest my client to, as you said earlier, copy the Cc addresses in the Email to adresses where there is none. That should indeed do it!

Once again, thank you for you time and support.

Very appreciated!

Reply
Verified Answer
Ben Doss responded on 7 Oct 2017 9:28 PM

Hi Oliver,

Thanks for your update.

Per Oliver

<<Some customers have general address to which every invoice as to be sent in Cc.

When the Customer have an email address in "Cc" but nothing in the "To" email address, GP does nothing  (not sending this client invoice by email nor printing it AND don't give us any hint that the invoice have not been delivered to the Customer in the exception report.

I'll admit that a Customer with no "To" email address but as a "Cc" address is odd.>>

Per Ben:

A

If I understand the issue correctly, on the customer card, some of your clients’ customers have an email address in the “email cc” field but not an email address in the “email to field” and the issue you reported occurs mainly for these type for customers missing an email address in the email to field but having an email address in the email cc field.

If this is correct, in regards to your following point:

Per Oliver:

<< I'm looking for a confirmation that, when printing batches of invoices and no email To address is set for a client, GP won't even considere the Cc address.>>

Per Ben:

A.1

In GP 2015, when I tested this scenario from the Print Batches window, customers missing an email address in the “email to” field but having an email address in the “email cc “ field received the generated invoice via email.

A.2

In GP 2013, when I tested this scenario from the Print Batches window, customers missing an email address in the “email to” field but having an email address in the “email cc “ field did not receive an email. The exception reported the following however:

A to, cc or bcc address could not be found

Truly, this was not correct, because the customer had a cc email address.

A.3

One similar outcome I was able to recreate that you pointed to, was the fact that the second time when I tried to print/ email invoices from the same Batch, the invoice set to print, printed, however, the invoice set to email did not email and this time, the exception report did not get generated, with no indication (unlike the first attempt) as to why the invoice did not email.

My reasoning for the exception report not printing this second time, was due to the fact that GP pointed to the word template still processing displayed at the bottom of the screen. It was a new GP 2013 install that I just setup to test this issue, so I think I still need to install the word template add in to not get this message “template are still processing”

A.4

So in GP 2015, GP does email to customer only having an email in the cc field.

In GP 2013, GP does not email from the Print Batch window customer having only an email in the cc field.

A.5

My recommendation to circumvent that is the following:

A.5.1

If they use the word template feature, please sure that after emailing, the users are not encountering an issue with the word templates being generated which may be preventing the exception report to be generated.

A.5.2

If email addresses in the cc field, is always going to be the email address that should receive the invoice,

you can create an address ID which will be set as the Billing address ID

the email address previously in the cc field on the other address ID used, can be added on this Billing address ID in the email to field

considering that invoices are created/ setup with this Billing address ID, invoices will email successfully.

or

A.5.3

My other recommendation, pertains to my previous comment I made about doing a mass update in the back end and testing it in a test environment first.

or

A.5.3

If they are going to upgrade very soon to GP 2015, the good news is it works successfully based on the test I did.

Reply