Product(s):	APM Implementation and Performance Management
	Version(s):	7
	Environment:	N/A
	Area:	N/A
	Subarea:	N/A

Problem Description

An end-user was trying to send a link to Purchase Order via APM's "Send to" feature and ended up with the a "blue circle" cursor for a long period of time without a MS Outlook New Email dialogue window actually launching. All other users at the site were still able to send emails via APM's "Send to" feature, and were even successful sending the same PO link via email.

Solution

When only one or two end-users experience a problem and other users do not experience the same problem the first place to check is the user's Security Profile to see if there is a difference. In this particular case the end-user had the same security profile as other users who were able to successfully launch the email.

Next we checked that the user had an email address assigned to their Employee record in APM and that the email address was valid.

Next the user verified that the object itself was not corrupted by having a different user with the same security profile use the "send to" from the same PO.

This eliminated APM set-up as the source of the problem so we know that the problem is with the user's computer itself. We then examined the error log entry for the user:

2021-09-13 20:02:45.8266Z Error Ivara.Mail.OutlookMailPlugin.OutlookMessage [24] OutlookMessage::AddAttachment() - exception thrown EXCEPTION OCCURRED:COMException Cannot create file: EFBPurchaseOrderEnglish.pdf. Right-click the folder you want to create the file in, and then click Properties on the shortcut menu to check your permissions for the folder. at Microsoft.Office.Interop.Outlook.Attachments.Add(Object Source, Object Type, Object Position, Object DisplayName)
at Ivara.Mail.OutlookMailPlugin.OutlookMessage.AddAttachment(String filename, String description)
2021-09-13 20:02:45.9656Z Error Ivara.Mail.OutlookMailPlugin.OutlookMessage [24] OutlookMessage::Send() - exception thrown EXCEPTION OCCURRED:COMException Array index out of bounds. at Microsoft.Office.Interop.Outlook._MailItem.Display(Object Modal)
at Ivara.Mail.OutlookMailPlugin.OutlookMessage.Send(Boolean bAutoSend)
2021-09-13 20:02:45.9696Z Error Ivara.Client.Callbacks.ClientEmail [24] ClientEmail::Execute() - Unable to send email

This error log indicates that the problem occurs when Outlook tries to create the short-cut to the temporary folder on the user's machine before it tries to launch the Outlook Email dialogue. We then had the end-user check permissions on this temporary folder, the user's account had read and write permissions but not modify. When we looked in the temporary folder itself, we could see that there was already an APM shortcut for that same PO in the folder as the end-user had sent it previously (likely during approval). We then had the user update their folder permissions to include "modify". The user was then able to successfully use "send to" to launch an email with a link to the PO.

See also

SR 7001304167