Clicking an email address in Raiser’s Edge breaks SmartOUTLOOK

Clicking an email address in Raiser’s Edge breaks SmartOUTLOOK

Only applying to self-hosted clients, some users find that when they click on an email address in RE to send an email they are then unable to record this as an action.

The user would expect that Outlook would appear with a new blank email, and while this does happen you would also expect the following:

  • RE to record this using its Outlook integration functionality (this does not happen).
  • or, SmartOUTLOOK could be used to record this action (it complains about an interruption)
However, RE does not record this as an action, and in addition a new dialog appears on RE that blocks SmartOUTLOOK from working, as it cannot send key presses to RE.

To solve this problem you can change the phone type of the email address in RE to OTHER. This stops it being a link and allows you to copy and paste the address into a new email.

To do this:
  • Click Configuration, Tables
  • Select the Phone Types table
  • Open an email phone type
  • On the Edit Phone Type screen, change the Phone Number Type value to Other
  • Click OK