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--- public:emai:em_problem_report [2019-11-06 15:51] – created marp
+++ public:emai:em_problem_report [2024-11-22 16:07] (current) – marp
@@ Line 1: / Line 1: @@
-=== Email Problem reporting ===
+===== Email Problem reporting =====
-How to report a problem with the delivery or with the email service in general
+See article about incoming email filtering: [[:public:emai:spam_chain|https://wiki.cerge-ei.cz/doku.php?id=public:emai:spam_chain|]]
-Please try to find and report as many details as possible by the following hints.
+----
-  * **What is the problem?** //E.g. missing message, undeliverable message, sending message, login to the mailbox.//
+It is important that the individual reports the problem or situation in a descriptive way, gives useful details, mentions the observed circumstances and invests at least some effort to the basic troubleshooting.
-  * **Where is the problem?** //Which account/mailbox, which e-mail client,  which message.//
-  * **What remains correct?** Are other functions ready? //E.g. Affects the problem the one message only or more of them etc.?//
-  * Did you try to fix it yourself? //Did you restart email program, logout/logon to the webmail, did you tried another client etc.?//
-  * **When the problem occured?** //When it was ready last time (as you know)?//
-== Lost message, undeliverable message or the other problems with them. ==
+Well reported and documented issue may greatly shorten the overal time of the processing.
-  - Date and time
+==== How to report a problem with the delivery or with the email service in general ====
-  - Sender's address.
-  - Subject
+Please try to find and report as many details as possible by the following hints:
+  * **What is the problem? **//E.g. missing message, undeliverable message, sending message, login to the mailbox, dealing with quarantine problem…//
+  * **Where is the problem? **//Which account/mailbox, which e-mail client, which message, which link…//
+  * **What remains functional?**  Is the remaining functionality intact? //E.g. Is there a problem with the specific message/task or with the others too etc.?//
+  * **Did you try a basic troubleshooting to fix it?**//Did you restart email program, logout/logon to the webmail, did you tried another client, network connectivity, etc.?//
+  * **When the problem occured? **//The time perpective of the problem. What was the last time it worked? What is the time of the last unsuccessful attempt etc.?//
+==== Lost message, undeliverable message or the other problems with them ====
+Specifically for the lost messages or undeliveries, collect at least these facts:
+  - **Date and time**
+  - **Sender's address**
+  - **Subject**
   - Has the sender received any error message? Screenshot or copy of it.
-== Messages filtered to spam ==
+==== Messages filtered to spam ====
-  * Source of the message (header part of it with delivery details)
+  * **Source**  of the message (**header**  part of the message which contains all the delivery details)
+==== How to get source of the message (including headers) ====
+//Copy-paste the header part as a plain text to the email sent to helpdesk//
+  * in Thunderbird \\ Select message, use shortcut Ctrl+U
+  * in Zimbra webmail \\ {{:public:emai:zimbra_msg_src.jpg?nolink&400|zimbra_msg_src.jpg}}
+  * in Gmail webmail \\
+    * From a browser, open Gmail.
+    * Open the email you want to check the headers for.
+    * Next to Reply , click More. Show original. In a new window, the full header shows.
+    * Click Copy to clipboard.
-How to get source of the message (including headers)
-  * in Thunderbird\\ Select message, use shortcut Ctrl+U
-  * in Zimbra webmail\\ {{:public:emai:zimbra_msg_src.jpg?nolink&400|}}
-  * in Kerio webmail\\ {{:public:emai:kerio_msg_src.jpg?nolink&400|}}