public:helpdesk

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public:helpdesk [2025/08/11 15:19] – [How to report problem] vesely-localpublic:helpdesk [2025/08/11 15:22] (current) – vesely-local
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 ==== Email ==== ==== Email ====
  
-==== How to report a problem with the delivery or with the email service in general ====+=== How to report a problem with the delivery or with the email service in general ===
  
 Please try to find and report as many details as possible by the following hints: Please try to find and report as many details as possible by the following hints:
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   * **Where is the problem? **//Which account/mailbox, which e-mail client, which message, which link…//   * **Where is the problem? **//Which account/mailbox, which e-mail client, which message, which link…//
   * **What remains functional?**  Is the remaining functionality intact? //E.g. Is there a problem with the specific message/task or with the others too etc.?//   * **What remains functional?**  Is the remaining functionality intact? //E.g. Is there a problem with the specific message/task or with the others too etc.?//
-  * **Did you try a basic troubleshooting to fix it?**//Did you restart email program, logout/logon to the webmail, did you tried another client, network connectivity, etc.?// +  * **Did you try a basic troubleshooting to fix it? **//Did you restart email program, logout/logon to the webmail, did you tried another client, network connectivity, etc.?// 
-  * **When the problem occured? **//The time perpective of the problem. What was the last time it worked? What is the time of the last unsuccessful attempt etc.?// +  * **When the problem occured? **//The time perspective of the problem. What was the last time it worked? What is the time of the last unsuccessful attempt etc.?// 
-==== Lost message, undeliverable message or the other problems with them ====+=== Lost message, undeliverable message or the other problems with them ===
  
 Specifically for the lost messages or undeliveries, collect at least these facts: Specifically for the lost messages or undeliveries, collect at least these facts:
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   - Has the sender received any error message? Screenshot or copy of it.   - Has the sender received any error message? Screenshot or copy of it.
  
-==== Messages filtered to spam ====+=== Messages filtered to spam ===
  
   * **Source**  of the message (**header**  part of the message which contains all the delivery details)   * **Source**  of the message (**header**  part of the message which contains all the delivery details)
-==== How to get source of the message (including headers) ====+== How to get source of the message (including headers) ==
  
 //Copy-paste the header part as a plain text to the email sent to helpdesk// //Copy-paste the header part as a plain text to the email sent to helpdesk//
  
   * in Thunderbird \\ Select message, use shortcut Ctrl+U   * in Thunderbird \\ Select message, use shortcut Ctrl+U
-  * in Zimbra webmail \\ {{:public:emai:zimbra_msg_src.jpg?nolink&400|zimbra_msg_src.jpg}} +  * in Outlook \\ [TBD] 
-  * in Gmail webmail \\   +  * in Gmail webmail 
-    * From a browser, open Gmail. +      * From a browser, open Gmail. 
-    * Open the email you want to check the headers for. +      * Open the email you want to check the headers for. 
-    * Next to Reply , click More. Show original. In a new window, the full header shows. +      * Next to Reply , click More. Show original. In a new window, the full header shows. 
-    * Click Copy to clipboard.+      * Click Copy to clipboard. 
 + 
  • public/helpdesk.1754925579.txt.gz
  • Last modified: 2025/08/11 15:19
  • by vesely-local