API Invoke Mode now better handles spaces and line returns when parsing out sub tags from an email body.
Version 1.6.3
Added an event log (33) for the rare occurrence of an out of memory exception being thrown during free form email processing.
Version 1.6.2
Dovetail Email Agent should now shutdown after an out of memory exception has been received.
Added better logging of email file attachments and their files sizes.
Version 1.6.1
Fixed a problem where the windows service could stop when attempting to process a Delivery Status Notification (DSN) message.
When using APIInvoke mode custom APIs are given a session from the Dovetail SDK. After each API invocation we now close all generics left open on this session. This change should enhance performance for custom APIs that are not cleaning up after themselves.
Version 1.6
In this release we focused on adding support for Amdocs 6 thru Amdocs 7.5.
No changes to the email processing were required, but Dovetail SDK has been updated since it was upgraded to support the new database enhancements.
Version 1.5.3
Dovetail Email Agent now does a better job of cleaning up after processing email messages.
Version 1.5.2
To prevent email loops Dovetail Email Agent now supports guidance from RFC 3834. All outgoing emails have their Auto-Submitted field set to "auto-response". More importantly any emails received with the Auto-Submitted field set to any value but "no" will be ignored. The goal of this behavior is to prevent automated responses such as auto or out of office replies from creating email loops. Details about ignored auto submitted emails are logged.
The AllowLogEmailInToClosedSubcase setting was not being honored.
Version 1.5.1
Corrected a bug in the Dovetail SDK. The before and after Case/Subcase Status relations for an email log were not being set correctly. The LogCaseEmailIn and LogSubCaseEmailIn APIs are being used internally by Email Agent, so it has been updated to supply the correct logging functionality.
The Case/Subcase history was also corrected within the APIs to not include the Sender or Recipient properties from an email, since these are usually represented by the From and To properties.
Version 1.5.0
Corrected a bug with the case history created when saving whole email attachments. Duplicate attachments with the same file name would cause a link to the original attachment to appear in the case history.
Breaking Changes
Email Agent now logs "Email In" events to a case rather than logging a note. This change will mainly affect customers using our Rule Manager product having business rules that are setup to fire on "Log Notes" events, in particular those that are meant to capture "Log Notes" events created by Email Agent. Affected business rules should be changed to include a start event of "Email In".
To avoid confusion the name of configuration settings and template files related to Note Logs have been renamed to represent the move to creating Email In Logs.
Configuration Setting Changes
Basically every setting that mentions "LogNote" now says "LogEmailIn".
allowFreeFormLogNote changed to allowFreeFormLogEmailIn
reopenCaseToLogNotes changed to reopenCaseToLogEmailIn
allowLogNotesToClosedCases changed to allowLogEmailInToClosedCases
allowLogNotesToClosedSubcases changed to allowLogEmailInToClosedSubcases
sendLogNotesSuccessReply changed to sendLogEmailInSuccessReply
<logCaseNoteExtraFields/> changed to <logCaseEmailInExtraFields/>
<logCaseNoteExtraFields/> changed to <logSubcaseEmailInExtraFields/>
Template File Name Changes
FreeformCaseNoteFailure.xslt changed to FreeformCaseEmailInFailure.xslt
FreeformCaseNoteSuccess.xslt changed to FreeformCaseEmailInSuccess.xslt
FreeformClosedCaseNoteFailure.xslt changed to FreeformClosedCaseEmailInFailure.xslt
FreeformSubcaseNoteFailure.xslt changed to FreeformSubcaseEmailInFailure.xslt
FreeformSubcaseNoteSuccess.xslt changed to FreeformSubcaseEmailInSuccess.xslt
FreeformWontLogNote.xslt changed to FreeformWontLogEmailIn.xslt
Also, please be aware that the version of the Dovetail SDK being used by Email Agent has been updated to supply the new Email In logging functionality.
Version 1.4.7
When saving saving whole emails as attachments, emails containing only plain text are now converted to HTML before being saved. This is to work around a problem viewing saved emails using Microsoft Word 2003 or 2007.
Version 1.4.6
Fixed an error preventing the formatting of notification emails when non-printable ASCII characters are present in the message being sent. Characters that are illegal in XML documents are now stripped from the message before being transformed.
Version 1.4.5
Added a new freeform mode feature which when enabled saves each incoming email as an attachment to the case. See the saveWholeEmailAsDovetailAttachment.Enabled configuration setting for more information.
There are two related configuration settings:
saveWholeEmailAsDovetailAttachment.FileExtension - allows control of the file extension used for the email attachment.
saveWholeEmailAsDovetailAttachment.HistoryAppenderTemplate - allows adding information about the saved email to case or subcase history.
Note: We now support more flexible handling of white space in configuration settings. The email-agent-config.xml configuration file <param> elements will now use the XML element text when a value attribute is not present.
Parameter Value as an attribute:
<param name="setting" value="parameter value"/>
Parameter Value as an element value:
<param name="setting">
parameter value
</param>
In the example above the white space including line returns will be present in the parameter value
Version 1.4.4
The Dovetail SDK used by Email Agent has been updated to correct a problem with extra fields on created cases not honoring createCaseExtraFields configuration.
Version 1.4.3
The installer now makes sure that adodb.dll is present in the installation path.
Version 1.4.2
Updated the version of the Dovetail SDK being used by Email Agent, to address a Clarify Client compatibility issue with datetime values on Microsoft SQL Server. Please see this knowledge base article for more information.
Because the Dovetail SDK toolkits assembly name has changed in this version from fcSDK to Fchoice.Foundation.Clarify.Toolkits.Compatibility, the tags.xml has been updated to match the new assembly name.
Note: If you have customized your tags.xml page to include additional Dovetail SDK toolkit API's, you must update your tags.xml to reflect this change.
Version 1.4.1
Fixed a bug that prevented multiple Dovetail Email Agent services from running on the same machine. See Running Multiple Dovetail Email Agent Services for more information about this option.
Version 1.4
The product name has been changed. Formerly, it was named SuperEmailClerk.NET, sometimes abbreviated as SEC.NET. It is now Dovetail Email Agent.
A new configuration setting (allowFreeformCaseCreate) has been added which controls whether new cases can be created.
A new configuration setting (allowFreeformLogNotes) has been added which controls whether notes are allowed to be added to a case or subcase.
Version 1.3
A new configuration setting (allowLogNotesToClosedSubcases) has been added which controls whether notes are allowed to be added to a closed subcase.
A new configuration setting (processDSNMessages) has been added which controls whether or not Delivery Status Notification Messages are processed.
A new configuration setting (sendReplyToDsnMessages) has been added which controls whether or not a reply will be sent as a result of a Delivery Status Notification Message.
Version 1.2
A new configuration setting (allowLogNotesToClosedCases) has been added which controls whether notes are allowed to be added to a closed case.
Version 1.1
Requirement Change: Dovetail Email Agent is now built on the .Net 2.0 framework. It is now required that the .Net 2.0 framework is installed.
Dovetail Email Agent now supports a plug-in for custom contact validation when creating a case in freeForm mode. This allows customers to add custom validation code to validate whether a contact is allowed to create a case or not. See the Custom Contact Validation section for more details.
Version 1.0.9
General:
Optional configuration parameter sessionLocalTimezone was added to allow setting the timezone under which the service's ClarifySession will execute. This is important to set when the Clarify database and Dovetail Email Agent are located in different timezones. See the sessionLocalTimeZone parameter in the Dovetail Email Agent Configuration section for more details.
Fixes:
Bug fixed in Dovetail SDK to ensure that database datetimes are used where appropriate. Note: This version of Dovetail SDK (2.2.1.16) is a patch release.
Version 1.0.8
General:
Dovetail Email Agent is now using version 2.2.1 of the Dovetail SDK.
Fixes:
Return values from API invokes were not being relayed in invocation successful emails.
API Invoke mode was not working correctly due to mis-named assembly name in tags.xml
Version 1.0.7
General:
The platform dependencies of Dovetail Email Agent have been upgraded to support the Dovetail SDK. Please see the Dovetail SDK documentation for information on what's new.
New Features:
Added a new configuration parameter: sendLogNotesSuccessReply. This parameter allows you to control whether success replies are sent out when notes are logged to a case as a result of an incoming email. This gives more fine-grained control over email responses. For more information on this parameter, please refer to the Basic Configuration Guide and look up the sendLogNotesSuccessReply parameter.
Fixes:
Emails with large attachments are handled better and result in a smaller memory footprint. This helps avoid OutOfMemoryException conditions.
Version 1.0.6
General:
The platform dependencies of Dovetail Email Agent have been upgraded to support the new Dovetail SDK 2.0. Please see the Dovetail SDK documentation for information on what's new.
New Features:
BREAKING CONFIGURATION CHANGE The attachUseSubFolders parameter in the email-agent-config.xml file is no longer used. A new mode for storing attachments to cases has been added in this version of Dovetail Email Agent. This makes three different modes in which attachments can be saved. A new parameter called attachFolderMode has been added to the email-agent-config.xml to replace and extend the functionality of attachUseSubFolders.
Please convert your configuration files. To convert, replace the use of attachUseSubFolders like this:
If you had the value set to FALSE, replace the config entry with this: <param name="attachFolderMode" value="ModeA"/>
If you had the value set to TRUE, replace the config entry with this: <param name="attachFolderMode" value="ModeB"/>
If you wish to use the new mode, replace the config entry with this: <param name="attachFolderMode" value="ModeC"/>
For more information on what the three modes do and how to configure them, please refer to the Basic Configuration Guide and look up the attachFolderMode parameter.
Fixes: EEO Redirect:
An erroneous warning (about the Dovetail Email Agent service shutting down when it really is not) was mentioned in an admin general alert sent by the eeoredirect processor in certain circumstances.
An eeoredirect failure reply was being sent, regardless of the sendFailureReply configuration setting, when there were "bad" recipients (LDAP errors, rejected by SMTP server, missing, etc).
An eeoredirect message with an invalid SMTP recipient could result in the invalid recipient showing up as both a rejected and accepted recipient in the Dovetail Email Agent failure reply.
X.400/LDAP resolution exceptions were not being logged.
Version 1.0.5
New Features:
Dovetail Email Agent's FCFL.NET dependencies have been upgraded to the latest version (1.2.1). Please see the FCFL.NET documentation for what's new in the 1.2.1 release.
IMPORTANT CHANGE: The system requirements for this 1.0.5 build have been updated to require FCFL.NET 1.2.1. There have been significant changes to the FCFL.NET installation procedure. PLEASE REVIEW THE FCFL.NET 1.2.1 INSTALLATION GUIDE BEFORE INSTALLING EITHER FCFL.NET OR Dovetail Email Agent.
Added a configurable ignored emails list to allow you to configure from which email addresses Dovetail Email Agent will accept email. Please see the documentation on configuring Dovetail Email Agent to learn how to use this new feature.
Fixes: General:
Fixed a memory leak in the FCFL.NET Platform Adapter for Dovetail Email Agent. The ClarifySession reference was not getting recycled, so the DataTables created by ClarifyGenerics were building up.
Added a unique identifier to the special X-FC-SentBySECNET loop-checking MIME header to avoid problems when emails are sent from one Dovetail Email Agent instance to another.
Added special handling for situations where the POP3 poll internal is set very fast (less than 10 seconds or so), or the system on which Dovetail Email Agent runs is frequently taxed (high CPU and/or memory utilization), to allow the .NET garbage collector and finalizer thread to keep up with the application.
Freeform:
Added better error handling for "unexpected" errors in the FCFL.NET Platform Adapter for Dovetail Email Agent when in 'freeform' mode. Serious database errors were getting caught, but sent only to the Failure Notify email box, not to the Admin General Error Alert email box in all circumstances. While it might be impossible to handle every type of error scenario, the vast majority of them will now be caught and an Admin General Error Alert email will go out when there are serious problems processing freeform emails.
When logging notes to a subcase with an attachment, an error would occur during the creation of the activity log entry for the attachment. The notes would get logged and the attachment would get saved, but the activity log entry for the attachment would fail.
EEO Redirect:
When creating the new outbound message from the original incoming message, Dovetail Email Agent was only adding a linefeed character ('\n', 0x0A) instead of a carriage-return/linefeed combo ('\r\n', 0x0D0A). Certain older email clients require CRLF at the end of every line and can't display individual LF's properly.
The X.400 address prefix configuration parameter (default: '/o') is now case insensitive.
Added checks for "missing" recipients: Recipients specified in the incoming message, but which are not among the SMTP server's Accepted and Refused recipients. These are special-case recipients (such as malformed X.400 or RFC822 addresses) and should not occur during normal use. When one or more of these "missing" recipients are found, an error will be logged to the log file and an Admin General Error Alert will be emailed out to the admin.
When all recipients are either rejected or "missing", a special warning will appear on the "Bad Address Reply" email template letting the user know that the email probably did not hit any of the intended recipients.
Version 1.0.4
New Features: Freeform:
When looking for an existing contact during a 'New Case' email scenario, if there are multiple contacts with the same email address, the first ACTIVE one will be picked, otherwise the first INACTIVE one will be selected. The rules for 'allowInactiveContact' are still in effect and will be applied after the contact is selected.
Fixes: General:
The HTML tag stripping utility wasn't handling HTML with a missing <BODY> tag properly.
Handling of attachments is now more robust and accounts for some problems caused by non-compliant attachments sent from some email clients.
Freeform:
When looking for an existing contact, OBSOLETE contacts will no longer be selected.
Creating a case for a contact with a long email address would fail due to string truncation.
Version 1.0.3
New Features:
General:
Added Send/Receive Timeout and Send/Receive Buffer Size config parameters for both SMTP and POP3 connections. See the Configuration Guide for more information.
Fixes:
General:
POP3 connection logs were not getting written in all circumstances (usually in error conditions).
Version 1.0.2
New Features: General:
All success and failure notification emails will have the original message attached, as well as forwarded as the message body.
eeoredirect mode's "Invalid Recipient" reply email (eeorsbadaddressreply.xslt) now includes the reason why a recipient was rejected.
Freeform:
Added a switch to configure whether or not inactive contacts (or contacts at inactive sites) can create cases, log notes, etc. (default is to not allow inactive contacts).
Added a switch to determine whether a case should be re-opened before notes are logged (default is leave it closed).
Added a way to supply custom field defaults when creating cases and logging notes to cases and subcases. Please see the Dovetail Email Agent Configuration section for information on how to configure this feature.
Fixes: General:
Dovetail Email Agent was not properly checking for recipients refused by the SMTP server when sending any email. These are now being checked and will be reported appropriately for the mode in which Dovetail Email Agent is operating. For example, in eeoredirect mode, invalid recipients will be recorded and noted in a special email to the original sender. If a failure/success notification email fails, it is logged to the log file and the event log and a non-fatal admin general error is sent to the admin. If an email cannot be sent to the admin, then the problem is logged to the log file and the event log.
EEO Redirect Mode:
When EEO sent messages through Outlook, Outlook would wrap lines at 72 characters and would cause extra spaces to be lost in certain circumstances. EEO will now hard-wrap lines at 60 characters and suffix them with a special delimeter. 'eeoredirect' mode will now check for these delimeters and handle long email strings properly.
Version 1.0.1
Merged with EEO Redirect Service The EEO Redirect Service (EEORS) product has been moved into the Dovetail Email Agent email processing engine core. It is now another parsing mode like 'apiinvoke' or 'freeform'. However, EEORS requires a separate license from Dovetail Email Agent. If you intend on using EEORS functionality. Likewise, if you only have an EEORS license, you must have an Dovetail Email Agent license to use the other Dovetail Email Agent functionality (apiinvoke, freeform). Please contact Dovetail Software to obtain any necessary licenses.
Fixes: General:
Certain types of POP3 connection failures were not getting handled by the POP3 connection retry functionality. Instead of retrying the configured number of times, Dovetail Email Agent would stop immediately. These special cases are now being trapped and handled the correct way.
If Dovetail Email Agent is accidentally configured to send admin messages to its own POP3 account, an endless loop situation would occur. This would cause many emails to be sent and received in a small period of time, crashing Dovetail Email Agent, the email server, or both (or worse). Dovetail Email Agent now has an option (enabled by default) to check for this loop condition. If this causes problems, it can be disabled by setting the 'sec.check-for-loop' parameter to 'False' in the EmailAgentService.exe.config file.
Freeform Mode:
Long email addresses were getting truncated when creating a new contact. On subsequent emails, Dovetail Email Agent was unable to find the contact and would attempt to create the contact again which would fail.
API Invoke Mode:
The HELP (TAG) reply email now includes a simple example of how to call that tag/API.
The API invoke parser required the ':' to follow immediately after a subtag. The parser is now less rigid and allows for whitespace between the subtag and colon.
Version 1.0.1
Initial Full Release
New Features:
API Invoke functionality now fully works
Delivery Status Notifications (non-delivery reports, etc) are forwarded to the administrator and Dovetail Email Agent will not attempt to process them as API invoke or freeform.
Upgraded to support FCFL.NET 1.2.
Fixes:
Event log and log file admin general error dumps had a timestamp as Zulu/UTC time. They now still display the local time, but with the UTC delta at the end (i.e. -6:00)
Dovetail Email Agent Service or Console process will now terminate when the daemon thread ends.
In certain circumstances, failure notification emails were not being sent.
When saving attachments with attachUseSubFolders = false, Dovetail Email Agent required a number scheme called "SEC_Attach" to be present in the database. Dovetail Email Agent now generates its own unique filenames without using number schemes.
Minor documentation corrections
The License Installer that shipped with 0.9 had missing dependencies
"RE:" was being prepended to every reply message, even if there was already a "RE:"
HTML-only emails were not getting processed. Dovetail Email Agent will now strip HTML formatting from HTML-only emails. Note: this is not a 100% solution as HTML formatting is generally not reliable. Most emails will look fine, but if the HTML is malformed, data could be lost.
Duplicate tag names in the tag XML will no longer cause Dovetail Email Agent to fail to start. A warning will be logged to the event log and the log file (if logging is enabled).
Directories with invalid culture names in the Templates folder will no longer cause Dovetail Email Agent to fail to start. A warning will be logged to the Event Log and the log file (if logging is enabled).
Added more delimiters to the delimiters.dat file to support more email clients.
Version Beta 1 (0.9)
Initial Release
NOTE: API Invoke functionality does not work or will produce erratic behavior in this release. Please do not attempt to use API invoke functionality. Dovetail Software will not support this functionality in this release. Working API invoke functionality is planned for the next release.
