Mail import: mails are imported, but are not visible in TOPdesk
Answer: This can occur when a test environment is active with a database from production, and the mail import functionality has not been disabled in the test environment. This can also occur when you migrated from an on premise environment to a SaaS environment without disabling the mail import from the on premise environment.
Answer: This can occur when a test environment is active with a database from production, and the mail import functionality has not been disabled in the test environment. This can also occur when you migrated from an on premise environment to a SaaS environment without disabling the mail import from the on premise environment. The test environment then imports emails from the same folders as production, and also send confirmation emails, but the resulting incidents cannot be found in production. Please check whether there is a test environment active, and whether this environment has an active mail import. In order to disable the mail import in a On Premises test environment, please do the following: ⒈Log into the Administrator console (/tas/admin/) on the application server. ⒉Open tab Modules. ⒊Tick the option Mail import. This will disable the mail import locally. ⒋Save the settings. ⒌Restart TOPdesk. For SaaS Test environments, see KI 8613. The test environment will now no longer run the mail import. If the test environment should have an active mail import, for instance in order to import from a test folder, then you can now disable all individual mail imports before reactivating the mail import functionality in the Administrator console. More information: More information and troubleshooting tips about the mail import are found in knowledge item KI 8765.