Skip to main content
  • Subscribe by RSS
  • Ex Libris Knowledge Center

    Cannot Send Order Cancellations and Claims Via Email in v18

    • Article Type: General
    • Product: Aleph
    • Product Version: 18.01

    We are trying to test sending order cancellations and claims via email.
    On the vendor tab of the order records we have 'Send Letter By Email'.
    On the vendor info 2 tab of the vendor record we have 'order delivery LE' and 'Letter Send Method Email'.
    On the order record when I hit 'Print/Cancel' and choose 'send cancellation letter to vendor' I see a print preview of the letter but no email is sent. Normally we would expect to see a quick little 'sending' message appear.
    We are also having this problem with claims.

    Resolution: Please check the following:

    1. Make sure your ALEPHCOM.INI has the correct/valid MailServer and FromAddress (e.g.):
    MailerName=Main Library Services
    You may also want to also check with your IT staff to confirm your mail server IP – it’s possible you should use the hostname rather than the numeric IP address)

    2. Be sure your printing is set to “normal” (not preview) in the lower right corner of your screen.

    3. Be sure that \ACQ\TAB\PRINT.INI has "M" in column 4 for these forms:
    ! 1 2 3 4 5 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10
    ClaimLetter 08 Y M claimltr.prn
    OrderDelete 00 Y M holdltr.prn
    OrderDeleteMulti 00 Y M holdltr.prn
    OrderCancel 00 Y M ordrcncl.prn

    4. Be sure you’ve put an actual email address in the "E-mail" field in the order address and/or claim address if different than the order email (e.g.,

    5. Be sure that the 'vendor info 2' tab of the vendor record has "email" (not "print") specified in the 'letter send method'.

    • Article last edited: 10/8/2013