Issue/Symptom/Question

A tech enters an email address at the end of his ticket in MFS, but the email does not send. We have tried different email addresses, but none for this tech are sending. Both sending to internal and external emails does not work for this tech. We tried with other techs sending to the same email addresses and it works.

Applies To

Penta for Windows

Mobile Field Service Configuration

Resolution/Fix/Answer

Running this sql to verify the emails were successfully sent or, ran into an error:

SELECT * FROM MOBILE_SIGNATURE_WO WHERE EMAIL_RPT_CD = 'Y';

Error Message from the EMAIL_STATUS column: No Data in WORK_PERFORMED_EMAIL_CFG for OU 

Cause: The technician's user settings in PFW - Define Users does not have any values for 'Default Logon OU'.

Solution: In PFW – Assign appropriate OU in 'Default Logon OU' field. Assure Email Configurations are set up correctly in Mobile Field Service - Configuration for all OU's.

If you experience this problem and are unable to complete the troubleshooting steps, please submit a Service Desk ticket and reference this article.  Please provide the following information in your Service Desk ticket:

• User Id of user experiencing this issue
• Work Order Id