Advice of an email importing issue

If an error occurs when importing emails, the Active system administrator is advised by email.

• If emails cannot be imported at all, an email is sent to ensure that the Active System administrator is aware that the importing has stopped. 
• If an email is imported but cannot be used to create a new question, or an update to an existing question, as appropriate to that imported email, an email is sent to the Active System administrator or the email address at parameter 8.3) showing the contents of that email so that they can handle the issue manually, if any followup action is required.

For more details about these emails see the manual section on Email importing.

Advice that concurrent user limit has been exceeded

When your concurrent user licence level is exceeded, Full users are offered the option to sign on as a General level ServicePoint user, so, although their ability to correspond directly with clients is lost for this session, they can at least do some work.When a user tries to log in and their allowed number of sessions is already in use, they are offered the option to “Manage concurrent sessions”. Using this link they are shown all of their current sessions and are allowed to end them. In this way they can immediately clear lost sessions due to Internet interruptions or accidental closing of RefTracker windows without logging off.

If a Supervisor or Administrator is refused entry, when they click on the Manage current sessions link displayed in the login screen, they will see ALL current sessions, not just their own, and can end as many sessions as are necessary to allow users back in. In fact what they see is the same thing as they would see if they went to System>Concurrent users -see the next section for details about how to use this screen.)

The Active system administrator is also advised by email that the licence level has been exceeded and can use a link in that email, to access the Concurrent users screen to end sessions so that licences are freed up, if appropriate. Even if all licences are in use, System administrators can always get into the View concurrent users screen for this purpose. If you do not have an email containing the link, go to System>Concurrent users, or if you are not logged in, and all licences are in use you will be presented with a Manage current sessions link that accesses the same page.

Here is an example email advising the Active system administrator that all licences are in use.

The error log, emails advising errors, and handling a deluge of error emails

RefTracker maintains a count of the number of “System error emails” (for both the staff and client interfaces) and “Imported email not processed” emails that are sent and will stop sending these messages (and record an error in the error log instead) once it detects that 15 such emails have been sent in any 15 minute period.  This will result in a maximum of 1440 of these types of emails being sent in any 24 hour period – enough to notice the issue quickly but not enough to flood any email system.  Should more errors than this be generated, the errors will be logged – just not emailed after the first 15 in any 15 minute period. Similarly if more emails cannot be imported, they will still be logged in the email importing log – emails will just not be sent once the limit is reached.

If an error occurs at a level where an error log cannot be presented to the user they will see a message like this one:

The text of these messages are customisable using the *error.htm files at System>Utilities>Administration utilities>Template editor (text), and the contact details shown are controlled by Parameters 1.10-2.
Information about the error is logged to the error<date>.txt log file.
Sometimes these errors are generated by hacker activity, indicating that the hacker has been successfully kept out.  Generating messages about this sort of activity is important so that Altarama can minimise the bandwidth being taken up by this sort of hacker activity.  When new sorts of hacker activity emerge Altarama can use parameter 80.100 to stop further emails about the same activity from being generated, so please advise us if you are receiving repeat emails.