public:emai:em_problem_report

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public:emai:em_problem_report [2019-11-06 15:51] – created marppublic:emai:em_problem_report [2021-09-21 07:54] (current) vesely
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-=== 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 waygives useful detailsmentions the observed circumstances and invests at least some effort to the basic troubleshooting.
-  * **Where is the problem?** //Which account/mailboxwhich 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.   - 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 Kerio webmail \\ {{:public:emai:kerio_msg_src.jpg?nolink&400|kerio_msg_src.jpg}}
  
-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|}} 
  
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