Working With .Eml Attachmen..

Working with .EML attachments - http://connectwise.net/Forums/forums/p/2907/25071.aspx#25071

Working with .EML attachments
Email me when someone replies

kenw Posted: Tue, Jan 27 2009 2:42 PM

When email gets captured by ConnectWise, it gets attached to tickets as .EML files. If I open them to read them (in Vista) they are launched in WinMail (the new Outlook
Express replacement), which doesn’t seem to integrate particularly well with with either ConnectWise or Outlook. I can try to reply in WinMail, but it wants to set up an email
account that I really don’t want to use.

It would be better if I could open those documents with Outlook, reply to them there, and so on, but my attempts so far have not worked well. And the email user interface in
ConnectWise is... rudimentary.

Is there a better way to deal with email in CW, or am I wasting my time?

/kenw

Ken Wallewein

K&M Systems Integration Ltd.

Calgary, AB

(403)274-7848

Ken Wallewein -- K&M Systems Integration Ltd., Calgary, Alberta Canada -- 403-274-7848 -- kenw@kmsi.net

Paula Mader Brensinger replied on Tue, Jan 27 2009 2:58 PM

They open as html mail objects for me. I’m on a Vista machine with Outlook 2007 and we are running Exchange 2007.

“Outlook Distress” is never touched by CW on my machine.

Paula

Paula Mader Brensinger
CNS Partners
Manchester NH

premierit replied on Tue, Jan 27 2009 3:00 PM

I second that. Especially since Microsoft is not providing an EMail client with Windows 7.

I vote .MSG over .EML :)

Best,

Jarrod

1 of 9 9/18/2009 2:57 PM


jarmstrong replied on Tue, Jan 27 2009 4:23 PM

I haven't tried it but could you just change the Windows association for .eml to Outlook?

Jesse Armstrong Greystone Technology Group, Inc. Denver, CO

kenw replied on Tue, Jan 27 2009 5:39 PM

I must be missing something. I’ve looked in the setup tables. How do I control the file format CW uses when it attaches email to tickets?

/kenw

From: Best Practices [mailto:bestpractices@forums.connectwise.com] On Behalf Of premierit
Sent: January-27-09 2:05 PM
To: Ken Wallewein
Subject: Re: [Best Practices] Working with .EML attachments

I second that. Especially since Microsoft is not providing an EMail client with Windows 7.

I vote .MSG over .EML :)

Best,

Jarrod

From: kenw <bounce-kenw@forums.connectwise.com>
Sent: 1/27/2009 3:42:40 PM

When email gets captured by ConnectWise, it gets attached to tickets as .EML files. If I open them to read them (in Vista) they are launched in WinMail (the new Outlook
Express replacement), which doesn’t seem to integrate particularly well with with either ConnectWise or Outlook. I can try to reply in WinMail, but it wants to set up an email
account that I really don’t want to use.

It would be better if I could open those documents with Outlook, reply to them there, and so on, but my attempts so far have not worked well. And the email user interface in
ConnectWise is... rudimentary.

Is there a better way to deal with email in CW, or am I wasting my time?

/kenw

Ken Wallewein

K&M Systems Integration Ltd.

Calgary, AB

(403)274-7848

Ken Wallewein -- K&M Systems Integration Ltd., Calgary, Alberta Canada -- 403-274-7848 -- kenw@kmsi.net

2 of 9 9/18/2009 2:57 PM


Jim Millican replied on Wed, Jan 28 2009 8:55 AM

Ken-

Closed Loop ticketing gets around this problem (other than the occasional attachment that needs to be viewed). By using closed loop you essentially respond to the e-mail
from within the ticket.

At least that's how we seemed to solve the problem for ourselves.

Thanks,

Jim Millican

Ashton Technology Solutions, Inc.

jmillican@ashtonsolutions.com

Howard Cunningham replied on Wed, Jan 28 2009 9:03 AM

We rarely open the eml files. We have found it faster to just open the original email in the CW_service Processed public folder in Exchange.

hc

Howard Cunningham, MCP
Microsoft Small Business Specialist

Macro Systems, LLC

Fairfax, VA 22030

www.macrollc.com
703-359-9211

howardc@macrollc.com - personal

service@macrollc.com - service

From: Best Practices [mailto:bestpractices@forums.connectwise.com] On Behalf Of Jim Millican
Sent: Wednesday, January 28, 2009 9:56 AM
To: Howard Cunningham
Subject: Re: [Best Practices] RE: Working with .EML attachments

Ken-



Click to show quoted text

Howard Cunningham Macro Systems, LLC 3867 Plaza Drive Fairfax, VA 22030 703-359-9211 howardc@macrollc.com www.macrollc.com

3 of 9 9/18/2009 2:57 PM


kenw replied on Wed, Jan 28 2009 1:08 PM

Howard, if you do that, do your replies get attached to the ticket?

If I respond within the ticket, they do, but I don’t like the interface or the way the emails look. Detail tends to get lost.

Closed loop is out: it screws up tickets by putting time record notes in the wrong place.

/kenw

From: Best Practices [mailto:bestpractices@forums.connectwise.com] On Behalf Of Howard Cunningham
Sent: January-28-09 8:06 AM
To: Ken Wallewein
Subject: RE: [Best Practices] RE: Working with .EML attachments


hc



Macro Systems, LLC

Fairfax, VA 22030

www.macrollc.com

703-359-9211




Ken-



Sent: 1/27/2009 6:39:21 PM


/kenw

From: Best Practices [mailto:bestpractices@forums.connectwise.com] On Behalf Of premierit
To: Ken Wallewein
Subject: Re: [Best Practices] Working with .EML attachments

4 of 9 9/18/2009 2:57 PM


kenw replied on Wed, Jan 28 2009 1:34 PM

BTW, I could be all wet on this – I’m just starting to work with CW and email, trying to keep the email flow on the ticket somehow. Waiting
anxiously for the Closed Loop feature to be fixed.

/kenw

From: Best Practices [mailto:bestpractices@forums.connectwise.com] On Behalf Of kenw
To: Ken Wallewein

Howard, if you do that, do your replies get attached to the ticket?

If I respond within the ticket, they do, but I don’t like the interface or the way the emails look. Detail tends to get lost.

Closed loop is out: it screws up tickets by putting time record notes in the wrong place.

/kenw

Sent: January-28-09 8:06 AM
To: Ken Wallewein


hc



Macro Systems, LLC

Fairfax, VA 22030

www.macrollc.com

703-359-9211




Ken-



Sent: 1/27/2009 6:39:21 PM


5 of 9 9/18/2009 2:57 PM


Howard Cunningham replied on Wed, Jan 28 2009 7:29 PM

Ken

I do everything out of ConnectWise If I need to ask the client a question, I use rapid response (which adds to the detail description so that I
know what was asked).. when the client responds, the response is added to the detailed description. If the rapid response to the client includes
chargeable time, then we select the “Enter Time Record”. The email flow problem that you are complaining about is exactly what Rapid
Response is for. The client replies to the Rapid Response email and CW adds the response to the problem description (this is closed loop) and
then notifies us that the client responded. Works great!

It seems to me that you are mis-using Rapid-Response, therefore you think that closed loop is broken. Closed loop relies on the ticket number
being in the email that is received. If you reply using the eml file, you will break closed loop. If you respond out of the public folder, you will
break closed loop.

I never said that I replied to clients from the processed public folder. All I said was that I went there to see what the client sent as that was
faster/easier than opening the eml file. Most of the pertinent info from the eml file is in the detail description. What is missing is any graphics..
that is why I go to the public folder.

You don’t want the Rapid Response info in Detail Description? Just turn it off.



Macro Systems, LLC
Fairfax, VA 22030

www.macrollc.com

703-359-9211


Click to show quoted text

Howard Cunningham Macro Systems, LLC 3867 Plaza Drive Fairfax, VA 22030 703-359-9211 howardc@macrollc.com www.macrollc.com

6 of 9 9/18/2009 2:57 PM


kenw replied on Fri, Jan 30 2009 1:02 PM

Hey, Howard, thanks for your help on this. I’ve turned on RR (to update detail) and left the other Detail Description Updates off. Now, just to
be clear, on the time entries:

If I choose to make a time entry using RR (and I don’t have to – I can do it the regular way), then whatever I put in the RR text box becomes
both a time entry under the Time tab and an entry in the Detail Description, right?

If I make a time entry the regular way, it stays under the time tab where it belongs, not in the Detail Description, Resolution, or whatever.
Right?
Or am I still confused?

/kenw

To: Ken Wallewein

Ken

I do everything out of ConnectWise If I need to ask the client a question, I use rapid response (which adds to the detail description so that I know what was asked).. when
the client responds, the response is added to the detailed description. If the rapid response to the client includes chargeable time, then we select the “Enter Time Record”.
The email flow problem that you are complaining about is exactly what Rapid Response is for. The client replies to the Rapid Response email and CW adds the response to
the problem description (this is closed loop) and then notifies us that the client responded. Works great!

It seems to me that you are mis-using Rapid-Response, therefore you think that closed loop is broken. Closed loop relies on the ticket number being in the email that is
received. If you reply using the eml file, you will break closed loop. If you respond out of the public folder, you will break closed loop.

I never said that I replied to clients from the processed public folder. All I said was that I went there to see what the client sent as that was faster/easier than opening the eml
file. Most of the pertinent info from the eml file is in the detail description. What is missing is any graphics.. that is why I go to the public folder.

You don’t want the Rapid Response info in Detail Description? Just turn it off.



Macro Systems, LLC

Fairfax, VA 22030

www.macrollc.com

703-359-9211



From: Best Practices [mailto:bestpractices@forums.connectwise.com] On Behalf Of kenw
Sent: Wednesday, January 28, 2009 2:36 PM

BTW, I could be all wet on this – I’m just starting to work with CW and email, trying to keep the email flow on the ticket somehow. Waiting anxiously for the Closed Loop
feature to be fixed.

7 of 9 9/18/2009 2:57 PM


Paula Mader Brensinger replied on Fri, Jan 30 2009 2:00 PM

Your only confusion now, is in thinking you might still be confused!

I believe you have it exactly right.

There’s a very helpful set of instructions with pictures in the documentation. Look under Service Desk, and then “Closed Loop Service.” There
is also a presentation from the Summit that Kay did on “Utilize the Power of Closed Loop Service. Find that from the Connectwise University
home page lower left corner. The presentation is number 24 in the list.

Paula

Paula Mader Brensinger
CNS Partners
Manchester NH

Lacy Moore replied on Sun, Feb 1 2009 12:10 AM

There is also a recorded webinar on Closed Loop under recorded webinars.

bds42 replied on Mon, Feb 23 2009 3:15 PM

All-

If you are routing your hotline voicemails to the connector you *still* have to open the EML to get at the .WAV (or whatever) file to play it, right? I'm guessing there's no way
to have Connectwise just add the WAV itself as the attachment and NOT bury it in the EML?

Bill

EdF replied on Fri, Mar 6 2009 3:41 PM

We have same issue, vm's go to email, need to open the .eml to get the vm. Outlook does not handle .eml files w/out OE as an intermediate step or an Outlook plugin as far I
could tell, gave up trying.

Ed

Mike Judd replied on Mon, Jul 27 2009 8:45 AM

This was driving our newest tech crazy, so he did some digging.

For Outlook 2003 --> http://support.microsoft.com/kb/967346

Hotfix link is there, but he also found --> http://support.microsoft.com/kb/957909

For Outlook 2007 --> http://support.microsoft.com/kb/956693

Hotfix is included in Office 2007 SP2.

Tested and works great on my Outlook 2007 install. One small issue is that when I open, then close, the .eml file from CW, it saves a copy of the message in my Outlook
Inbox.

Mike Judd
Enroute Networks
mjudd@enroutenetworks.com
www.enroutenetworks.com

8 of 9 9/18/2009 2:57 PM


dmaunder replied on Sun, Aug 16 2009 8:31 AM

So long as you have Office 2007 SP2 (or the hotfix), this will reg file will associate eml files with Outlook

----------------------

Windows Registry Editor Version 5.00

[HKEY_CLASSES_ROOT.eml]

[HKEY_CLASSES_ROOT.emlshell]

[HKEY_CLASSES_ROOT.emlshellopen]

[HKEY_CLASSES_ROOT.emlshellopencommand]
@=""c:Program FilesMicrosoft OfficeOffice12OUTLOOK.EXE" /eml "%1""

----------------------

9 of 9 9/18/2009 2:57 PM

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