Running Kinetic 2023.1.10 in the Cloud. I’ve got routing rules set up on the ARForm to send invoices via email, the email addresses are stored on the Customer Master. Everything works fine. However, I’ve got two customers that consistently send the emails out in triplicate, which obviously is confusing (and creates customer questions). Has anyone else seen this type of issue?
I’ve got a ticket into Tech Support, but not expecting a quick or easy answer to this. I’ve done some troubleshooting, can’t seem to find any consistency other than perhaps the customer’s domain causing some issues.
There is only one entry in the System Monitor for the invoice, even when the email goes in triplicate. So, the routing rules appear to be correct, and I’ve validated the user isn’t clicking print three times.
The two customer’s we’re having issues with have two email addresses, delimited by a semi-colon in the email address. However, we’ve got other customers with two and even three email addresses that send them out singly.
I’ve taken one of the customer invoices and printed it, it went to the customer three times. I then went to the Customer record, changed the email address two contain two of my personal email addresses and reprinted, and it only sent one email.
I modified the routing rules to put one email address on the TO line, and the other on the CC line (instead of two emails on the TO line), still got this in triplicate.
It CONSISTENTLY does this with these two customers, every time we invoice since we’ve implemented the routing rules. Has not done this with any other customers.
Breaking on InvcHead.InvoiceNum. It’s a standard setup.
System Monitor showing it’s only sending it once, so quite sure the routing is not the issue. Again, we’re cloud. For some reason when Epicor sends this email out, it’s going out in triplicate but ONLY for certain email addresses.
Mail Log setting was not on, and I turned it on. However, since this has been irritating the customer, we are manually working around this, hoping Epicor will provide a solution. When I change that customer to an internal email (so we can then forward the email to them just once), it seems to fix the problem.
We’re in a catch-22. The only way we can really troubleshoot this is to turn on sending it to the customer. But we don’t want to do that as the customer is getting the same email three times and that’s causing customer satisfaction issues. When we email to what appears to be any other address, the problem goes away.
I suppose anything is possible. My gut feel, something’s causing the Epicor cloud end to send out the email 3 times. I’m BCC’ed on all these emails just to sort through these types of issues.
If I have a batch of 10 invoices and this customer is #7 of the 10 invoices, I will receive emails of invoices 1-6, then 3 in a row of invoice #7, then #8-10. These come in order in my inbox by date/time stamp, and I would almost think if something is happening at the customer end, I don’t think it would be quite that fast to keep them in order. The fact this is happening to two distinct customers, I consistently get 3 emails whenever the routing rules send to their domain, and the fact there’s only one entry in our system monitor (so my routing rules aren’t somehow sending it three times), seems to point to the cloud sending them out three times.
Working with Tech Support. I feel bad for them - I’m sure this is not the easy type of issue to debug. I’ll update the ticket if we find what’s going on.