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Hello,
We are using many email addresses in Espo and have set up many Group Email Accounts. Until last week, if an email was sent to 2 or more email addresses which were in the system as Group Email Accounts, that email would appear under all of those Group Email Accounts. The email would also be assigned to all relevant Teams.
Now the email only gets assigned to one of the Group Email Accounts and the Teams field on the email is only populated with the Teams from that Group Email Account. This is an issue for our users because our teams each have separate email addresses, but sometimes two teams may need to work on one email together.
An example:
2 Group Email Accounts:
support@test.com: Teams = Product Support
reservations@test.com: Teams = Reservations
One email sent to both support@test.com and reservations@test.com (both email addresses in the To field of the email).
Old (Expected) Outcome:
The email appears under both Group Email Accounts; support@test.com and reservations@test.com. The Teams field on the email is populated with both Teams from these Group Email Accounts (Product Support and Reservations).
Current Outcome:
The email only appears under one of the Group Email Accounts and the Teams field only includes the Teams from that account (e.g. the email only appears under support@test.com and the Teams field on the email only includes Product Support). So the Reservations team would not see the email even though their email address was also in the To field.
This change seems to have happened last week and I believe it was related to upgrading the Espo version. I'm not certain which version caused the problem as there were a few updates in a short time (somewhere between 7.2.0 and 7.2.3).
If anyone could give any advice as to whether this is an intentional change in Espo functionality and if there is any way to get the old behaviour back, it would be much appreciated.
Thank you,
Toni
We are using many email addresses in Espo and have set up many Group Email Accounts. Until last week, if an email was sent to 2 or more email addresses which were in the system as Group Email Accounts, that email would appear under all of those Group Email Accounts. The email would also be assigned to all relevant Teams.
Now the email only gets assigned to one of the Group Email Accounts and the Teams field on the email is only populated with the Teams from that Group Email Account. This is an issue for our users because our teams each have separate email addresses, but sometimes two teams may need to work on one email together.
An example:
2 Group Email Accounts:
support@test.com: Teams = Product Support
reservations@test.com: Teams = Reservations
One email sent to both support@test.com and reservations@test.com (both email addresses in the To field of the email).
Old (Expected) Outcome:
The email appears under both Group Email Accounts; support@test.com and reservations@test.com. The Teams field on the email is populated with both Teams from these Group Email Accounts (Product Support and Reservations).
Current Outcome:
The email only appears under one of the Group Email Accounts and the Teams field only includes the Teams from that account (e.g. the email only appears under support@test.com and the Teams field on the email only includes Product Support). So the Reservations team would not see the email even though their email address was also in the To field.
This change seems to have happened last week and I believe it was related to upgrading the Espo version. I'm not certain which version caused the problem as there were a few updates in a short time (somewhere between 7.2.0 and 7.2.3).
If anyone could give any advice as to whether this is an intentional change in Espo functionality and if there is any way to get the old behaviour back, it would be much appreciated.
Thank you,
Toni
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