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Queues: Customize and test a queue's email sending method

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To access a queue's Email settings go to Admin > Queues > Edit Queue () icon for the queue > Email tab.


Email Sending Method

The Email Sending Method allows you to choose how your outgoing emails are sent. There are two options:

  1. Default: if you select this option, outgoing emails will be sent from Springshare's servers. This is the recommended option, as it provides the best overall performance when sending emails.
    • Migrating from LibAnswers v1? Stick with the default sending method while you're working through the migration process.
  2. SMTP: if you select this option, outgoing emails will be sent using your institution's SMTP server. This option can be helpful if you're having issues receiving emails sent using the default sending method.
    • Please note that this option will be slower than using the default sending method.
    • When you select this option, you will need to provide the following information (consult your IT staff for the correct settings):
      • SMTP Server: the address of your SMTP server
      • SMTP Port: the port used by your SMTP server
      • Account Username: the username of the email account you want to use
      • Account Password: the password of the email account you want to use
      • Use Encryption: select whether to use SSL, TLS, or no encryption when sending emails (consult your IT staff if you're not sure which option to use)
      • Email Address: this is the address that will be listed as the "FROM" address of your outgoing emails. We recommend that you forward messages from this email address into your LibAnswers queue; otherwise, patron replies will not make their way back into LibAnswers.
    • Once you've made your changes, we highly recommend that you test your email settings to make sure everything is working. 
      • Send the test to both a local email (i.e. a valid email on your institution's domain) and to an external email (e.g. a gmail/hotmail/yahoo type account).
      • Confirm that the message is received in both cases.

Screenshot of the email sending method options

Not receiving emails sent using the Default method? If you're sending replies to patrons on your campus and they're not being received...
  • First, ask your patrons to check the junk mail folder in their email accounts.
  • If they can't find the emails there, then it's likely that they are being quarantined as spam by your campus' email server. When this happens, the messages won't make their way to a user's inbox. To prevent this, contact your IT staff and ask them to add our email server's IP addresses (69.72.32.253 and 69.72.47.188) to their trusted domains list.

Test email sending

Whenever you change your email sending method or encounter issues sending or receiving LibAnswers emails, we highly recommend sending test messages to confirm that they are being sent successfully. We recommending sending a test to both a local email (i.e. a valid email on your institution's domain) and to an external email (e.g. a gmail/hotmail/yahoo type account). Be sure to confirm that the message is received in both cases.

To send a test message:

  1. In the Test Email Sending panel, enter the email address where you want to send the test message.
  2. Click on the Send Test Email button.

Example of sending a test email


What if I didn't receive my test message?

  1. Check your email account's junk mail folder and see if the message was marked as spam.
  2. If you're using the default sending method, check with your IT staff to see if the messages were quarantined as spam on your email server. If so, ask them to add our email server's IP addresses (69.72.32.253 and 69.72.47.188) to their trusted domains list.
  3. If you're using the SMTP sending method, check with your IT staff to verify that you're using the correct server, account, and encryption settings. It's also possible that your SMTP server refused our attempt to connect; they should be able to check your server's log files to verify this.
  4. Contact Springy Support if you need any additional help troubleshooting this.