Emails

Emails

Overview

Actions

Sub-panels/Related Information

Availability
  • Standard
  • Professional
  • Enterprise

Overview

The Emails module enables you to send and receive emails from within ProTracker.

  • The left side of the Emails module contains the Folders list and the Search field.
  • The top half on the right lists emails, and the bottom half displays the contents of the email selected in the email list. You can also display an email on its own tab.
  • Options to check for incoming emails, compose emails, and configure mail settings display at the top of the Emails module.
  • The Settings popup displays tabs for General settings and for Mail Accounts settings.
    • Use General settings to manage how you view and compose emails.
    • Use the Mail Accounts settings to configure ProTracker support for the IMAP ( Internet Message Access Protocol) protocol, which enables you to view emails in your external mail accounts and to send emails composed in ProTracker.

Actions

Specify general settings

The General settings tab displays options that apply to all your mail accounts in ProTracker.

The following steps explain how to specify general settings.

  1. Click Settings  at the top of the page.
    The Settings popup displays.
  2. Enter values for any of the following fields in the Preferences section of the Settings popup.

    Check for New Mail

    If you want the system to check your external mail accounts automatically for new emails, select a time interval from the dropdown. With the default setting, Manually, ProTracker will not check for emails until you perform the action to check for emails. See View and process emails on external servers.

    Signatures

    Click an existing signature for your outbound emails from this dropdown. See Create a Signature to add signatures you can use with your emails.

    Send Plain Text Emails Only

    Check this box to send emails in plain text format instead of the default HTML format.

    Signature above reply

    Click this box to place your signature above the content of the email to which you are responding.

    Character Set

    Specify the default character set for outbound emails from this dropdown list.

  3. In the Visual Settings section, click a number from the Emails per Page: list, which determines the number of emails listed on each page. The count of emails and the current page information displays, allowing you to click forward and backward arrows to navigate the pages.
  4. The Folder Management pane displays sub-folders in the My Emails folder and default folders My Drafts and Sent Emails. When you create additional folders, the folders display in the Available User Folders: list. Click the folders you want to display in the on the left panel of the Emails module. See Use Folders to organize emails for more information about folders.
  5. Click Done.
    An information popup displays, advising that the settings were saved, and that you must reload the page to see the effect of the new settings.
  6. Click OK.
    The Emails module displays.
  7. Reload the page to see changes affected by the settings.

Create a signature

Use the following instructions to create a signature that will appear in the General settings Signatures: dropdown.

  1. On the General settings tab, click Create located next to the Signature field.
  2. Enter a name for the signature.
  3. Enter text for the signature.
  4. To use a signature image file located on a hosted website, click the Insert Image icon on the HTML toolbar, and enter the URL.
  5. Click Save
    The Signature will display on the General settings Signatures: dropdown.

Set up mail accounts

You can set up one or more Mail Accounts in ProTracker to view emails from your external email accounts. You can import these emails into ProTracker. See Import emails into ProTracker.

For outbound emails, the administrator can setup a default SMTP (Simple Mail Transfer Protocol) server that you can use to send mails. You can also specify a SMTP server. The administrator can specify the email address, user name, and password for all users. You can change this information to suit your requirements.

The following instructions explain how to set up a Mail Account.

  1. Click Settings  at the top of the page.
    The Settings popup displays.
  2. Click the Mail Accounts tab in the Settings popup.
  3. Click Add  in the Mail Accounts pane.
    The Mail Account Properties popup displays.
  4. If you are setting up a Gmail account, click Prefill Gmail™ Defaults  to automatically fill the mail server address, port number, and protocol.

    Otherwise, go to the next step.

  5. Enter information for the following fields in the Incoming Email section.

    Mail Account Name*

    Enter a name for the Mail Account in ProTracker. This name will display in the list of email Folders. See Use Folders to organize emails for more information.

    User Name*

    Enter the username of your external mail account.

    Password*

    Enter the password of your external mail account.

    Mail Server Address*

    If you clicked Prefill Gmail™ Defaults in step 4, this field was automatically filled; otherwise, enter the address of the external email server.

    Mail Server Protocol*

    If you clicked Prefill Gmail™ Defaults in step 4, this field was automatically filled; otherwise, click IMAP in the dropdown list.

    Use SSL

    If you clicked Prefill Gmail™ Defaults in step 4, this was automatically selected; otherwise, click this checkbox if your mail server supports secure socket connections. Selecting this box will force SSL connections when importing emails into ProTracker.

    Mail Server Port*

    The system automatically populates this field with the port number for IMAP.

    Monitored Folders*

    By default, ProTracker allows you to view the contents of the external email account’s Inbox. To monitor other folders:

    1. Click Select.
      The Select Subscribed Folder(s) popup displays.

      NOTE: If an error displays, the information about the incoming email account is not correct or the external email server is not available. You need to resolve this error before you can continue.

    2. Click on a folder. To select multiple folders, use Shift or Ctrl while clicking on a folder.
    3. Click Done.
      The selected folder(s) displays in the Monitored Folders: text entry box.

    Trash Folder:*

    By default, ProTracker does not allow you to view the external email account’s Trash folder. To view the contents of a Trash Folder:

    1. Click Select.
      The Select Subscribed Folder(s) popup displays.

      NOTE: If an error displays, the information about the incoming email account is not correct or the external email server is not available. You need to resolve this error before you can continue.

    2. Click on a folder. To select multiple folders, Shift or Ctrl while clicking on a folder.
    3. Click Done.
      The selected folder(s) displays in the Trash Folder: text entry box.

    Sent Folder

    By default, ProTracker does not allow you to view a Sent folder of the external email account. To view the contents of a Sent Folder:

    1. Click Select.
      The Select Subscribed Folder(s) popup displays.

      NOTE: If an error displays, the information about the incoming email account is not correct or the external email server is not available. You need to resolve this error before you can continue.

    2. Click on a folder. To select multiple folders, use Shift or Ctrl while clicking on a folder.
    3. Click Done.
      The selected folder(s) displays in the Sent Folder: text entry box.
  6. Click Test Settings  to ensure that the specified information is correct.

    A Test Settings information box displays, informing you that the connection was completed successfully.

    If an error message displays, the information about the incoming email account is not correct or the external email server is not available. You need to resolve this error before you can continue to set up the Mail Account.

  7. If you want to add an Outgoing Email server, continue to the next step. Otherwise, go to step 9.
  8. Enter the following information in the Outgoing Email section:

    From Name*

    This field is automatically populated with your first and last names.

    From Address*

    Enter the email address you want to display in the From field of emails you send.

    Reply to Address

    Enter information in this field if you want responses to your emails to be directed to an email address other than the one specified in your incoming email account.

    Outgoing SMTP Mail Server*

    If you clicked Prefill Gmail™ Defaults in step 4, this field will be automatically filled. Go to step 9.

    Otherwise, choose your next step from the choices listed below.

    If the server…

    Then…

    Is on the dropdown

    Click the server.

    You finished this step. Go to step 9.

    Is not included on the dropdown

    1. Click Add.
      The Outgoing Mail Server Properties popup displays.
    2. Enter a name for the email server in the Name field.

      To add…

      Click…

      A Gmail or Yahoo! Mail provider

      Gmail or Yahoo! Mail and enter the email address and password in the appropriate fields. You are finished with this step; go to step 3 to send a test email.

      A Microsoft Exchange or a different mail provider

      1. Microsoft Exchange or Other, and enter the server name.
      2. If the mail server requires authentication to send out emails, click the Use SMTP Authentication? box.
      3. Enter the user name and password in the fields below.
        The rest of the fields in the popup change, depending on the email provider you click.
    3. Click Send Test Email  to validate the information you provided.
      An information box displays.

    If the email test was not successful, either the information you provided was not correct, or there is a problem with either the outgoing email server or the email account receiving the test email. Resolve the issue.

    Otherwise, if the email test was successful, go to step 9.

  9. Click Done.
    The Mail Accounts popup displays the Mail Accounts and Outgoing SMTP Mail Servers you added.
  10. If you want to add another mail account or mail server, choose one of the actions below; otherwise, go to the next step.
    To set up… On the Mail Accounts tab in the Settings popup, click… And follow the instructions above, starting at…

    Another Mail Account

    Add on the Mail Accounts section Step 4.

    An Outgoing SMTP Mail Server

    Add on the Outgoing SMTP Mail Servers section

    Step 8.

  11. Click Done on the Settings popup. An information box displays.
  12. Click OK in the information box.
  13. Refresh the page.

All Mail Accounts that you create are listed in the Mail Accounts tab of the Settings popup, and are marked Active by default. When you deactivate a Mail Account, the account is not included in the Folders list on the Emails module, and emails from that account will not display in the ProTracker Inbox.

Additional actions you may want to do with Mail Accounts include the following:

To…

Then…

Specify a default Mail Account

On the Mail Accounts tab in the Settings popup, click the Default button corresponding to the Mail Account name.
The From name and email address associated with the default Mail Account are used when you compose emails in ProTracker.

Edit or rename a Mail Account or an outgoing Mail Server

  1. On the Mail Accounts tab in the Settings popup, click the Edit icon in the Mail Accounts section or Outgoing SMTP Mail Servers section respectively.
  2. Use the instructions above to make changes to, test, and save changes in the Mail Accounts Properties popup or Outgoing Mail Server Properties popup.

Note: To rename the Mail Account or Mail Server, enter the new name in the Mail Account Name: or Name: field.

Delete a Mail Account or an outgoing Mail Server

  1. On the Mail Accounts tab in the Settings popup, click the Delete icon in the Mail Accounts section or Outgoing SMTP Mail Servers section respectively.
    An information box displays.
  2. Click OK in the information box.
  3. Reload the page.

Use folders to organize emails

A folder can be an INBOX or a local folder. Emails in Mail Account folders reside on the mail server of the associated mail account. All emails in your local folders reside in the ProTracker database.

ProTracker automatically creates a folder for every Mail Account that you set up. The name of the folder is the name you entered in the Mail Account Name: field on Mail Account Properties popup when you set up the Mail Account. Within each Mail Account folder, ProTracker creates an INBOX sub-folder and sub-folders for each folder you selected for the Monitored Folder field on the Mail Account Properties popup when setting up the Mail Account.

ProTracker provides a local folder named My Email containing emails that are imported into ProTracker and those that are assigned to you, your teams, and your direct reports reside. The two sub-folders, My Drafts and My Sent Emails, contain your email drafts and emails that you sent out, respectively. To group and store imported emails, you can create additional local folders.

Note: ProTracker lists folders in the General tab of the Settings popup. In order to view a folder in the Folders tab of the Emails module, you must select the folder in the General tab.

Note: Checking mail, synchronizing mail, and emptying trash actions can only be performed on Mail Account folders; they cannot be used on local folders.

You can do the following actions to a specific folder listed on the Emails module.

Check for mail in a Mail Account

  1. Click MB1 (for most users this is the right mouse button)
    The popup menu displays.
  2. Click Check Mail.
    ProTracker checks for new mail in your external mail account.
If you want to… Then…
Create a new folder
  1. Click MB1 (for most users this is the right mouse button)
    The popup menu displays.
  2. Click Create Folder.
    The Add New Folder popup displays.
  3. Enter the name of the folder.
  4. Click OK.
    The folder displays on the Folder list.
Rename a folder
  1. Click MB1 (for most users this is the right mouse button)
    The popup menu displays.
  2. Click Rename Folder.
    The Rename Folder popup displays.
  3. Enter the new name of the folder.
  4. Click OK.
Delete a folder
  1. Click MB1 (for most users this is the right mouse button)
    The popup menu displays.
  2. Click Delete Folder in the popup menu.
    A confirmation box displays, asking you to verify that you want to delete the folder.
  3. Click OK to delete the folder; otherwise, click Cancel to return to the Email module without deleting the folder.

Synchronize a Mail Account folder

  1. Click MB1 (for most users this is the right mouse button)
    The popup menu displays.
  2. Click Synchronize.
    ProTracker synchronizes the content of the external mail account with the view in ProTracker.

Move a subfolder

Click on the folder and drag it into another folder

Note: You cannot move a Mail Account sub-folder from within ProTracker.

Empty the trash bin

  1. Click MB1 (for most users this is the right mouse button)
    The popup menu displays.
  2. Click Empty Trash.
    ProTracker removes the emails from the account’s trash bin.

View and process emails

The following instructions explain how to check for new emails and view your emails when you are in the Emails module.

To…

Then…

Check for new emails

Click Check Mail.

ProTracker checks all Mail Accounts for new emails and displays them in the email list.

Check for new emails in a specific folder

  1. Right-click the folder.
    The popup menu displays.
  2. Click Check Mail in the menu.
    ProTracker checks for new emails in that folder and displays them to the email list.

View an email in the lower panel

Click the email in the email list.
The email displays.

View an email in a separate tab

Double-click the email in the email list.
The email displays on a tab.

View multiple emails

Shift/click or Ctrl/click two or more emails from the list, right-click, and click Open Multiple Messages.
The emails display on separate tabs.

You can do the following while reading an email. Alternatively, you can right-click the email on the email list and click on the popup menu item.

To…

Then…

Respond to the email

Click Reply. Then, follow the instructions in Compose and send an email to complete and send the email.

Respond to all recipients of the email

Click Reply All. Then, follow the instructions in Compose and send an email to complete and send the email.

Forward the email to another email address

Click Forward. Then, follow the instructions in Compose and send an email to complete and send the email.

Delete an email

Click Delete.

Note: To delete multiple emails, select them from the email list and click Delete.

Print the email

Click Print.

Mark an email as unread, read, flagged, or unflagged

Click Mark and click the menu item.

Note: Marking an email is only available from the email list; it is not available while reading the email.

View the email header information or the raw email text for debugging purposes

Click View and click Display Headers and Display Raw Email respectively from the dropdown menu.

Note: This option is only available while reading the email; it is not available from the email list.

Compose and send an email

When you compose an email, if you have configured multiple mail accounts, you can choose the account from which to send the email. By default, the system uses the signature and character set specified on the General tab of the Settings popup, and assigns the email to your default teams as specified in your Profile. When composing an email, you can also assign it to a different team, specify an email template and change the signature. You can associate an email with another record when you compose the email, or after you send it out.

To compose an Email

  1. Open the form to compose an email from any of the following:

    On….

    Click…

    The Emails module

    Compose Email

    A module’s List View

    The email address

    A record’s Detail View

    The email address

    A record’s Activities sub-panel

    Compose Email

    The Compose Email form or the Quick Compose Email form displays.

  2. On the form enter information for the following fields:

    From:

    To route the email through a specific mail account, click the down arrow to select an existing one from the dropdown containing all the outbound mail account servers set up by you or the System Administrator.

    To

    Click to select recipients from the address book, or manually enter the names of the recipients in this field. For more information on the address book, see Using the Address Book.

    CC

    To send a copy of the email, click Add Cc. The CC field displays, and you can enter the email address(es) in the CC: field.

    Alternatively, after selecting the recipient in the address book, click Add To Cc.

    BCC

    To send a blind copy of the email, click Add Bcc. The BCC: field displays, and you can and enter the email address(es) in the BCC: field.

    Alternatively, after selecting the recipient in the address book, click Add To Bcc.

    Subject

    Enter the subject of the email.

  3. Enter the email text in the body field. To apply standard formatting options such as font face, size, bold, italics, indentation and color, highlight the text and click the appropriate buttons on the toolbar. You can select the desired style, format, and font from the appropriate dropdown list.

  4. Perform optional actions using the following instructions.

    To…

    Then…

    Send the email in plain text

    1. Click Options.
      The Options tab displays to the right of the email form.
    2. Click Send in Plain Text.

    Attach a file or document to the email

    1. Click Attach.
      The Attach tab displays.
    2. Use the following table to determine your next step.

      To attach…

      Then…

      A file from your local computer

      1. Click Add Files
        The From Local System popup displays.
      2. Click Choose File.
        Files on your computer display.
      3. Select the file and click Open.
        The filename displays in the popup.
      4. Click Attach.
        The filename is listed on the Attach tab.

      A ProTracker document

      1. Click Add Documents
        A text box and the ProTracker action arrow displays.
      2. Click the ProTracker action arrow.
        Documents available to you display.
      3. Click the document you want to attach.
        The document name displays.

    Remove an attachment

    To remove a file, click the red minus (-) by the filename.

    To remove a document, click the delete X.

    Populate the email with the contents of an email template

    1. Click Options.
      The Options tab displays.
    2. Select the template from the Templates: dropdown.

    See also Create Email Templates.

    Change the signature from the default

    1. Click Options.
      The Options tab displays.
    2. Select the signature from the Signatures: dropdown list.

    See also Create a Signature.

    Associate the email with a related record

    1. Select the module from the Related To: dropdown.
    2. Click the ProTracker action arrow.
      Documents available to you display.
    3. Click on the record.
      The record name displays.
  5. Click Send to send the email.

    Note: Before sending the email, if you want to save it as a draft, click Save Draft. Saved drafts appear in the My Drafts folder.

Using the Address Book

When composing an email, you can select email recipients from the address book, which lists existing users, contacts, leads, targets, and accounts. By default, all of these individuals are listed in the address book. However, you can filter the list if you want to view a specific group such as contacts or users. You can also search for an individual by first name, last name, email address, or account name.

To view the address book, click To: on the Compose Email form or the Quick Compose form.

The Address Book window displays on the screen. If the list is paginated, the page number displays below. Click on the arrows to scroll through the Address Book or click a number to see the addresses on the associated page.

To…

Then…

Filter the listings displayed in the Address Book

Click the filter from the Recipient Type: dropdown list.
The Address Book listing changes to display only the specified individuals.

Search for an individual

Enter a letter or a keyword such as first name, last name, email address, or account name in the Search For: field. When you enter a letter, ProTracker will display all first names, last names, and account names that start with that letter.

Add email recipients

Click the listing.
The name displays in the Selected: column, and the Address Book listing is highlighted.

Alternatively, you can click the select box for each recipient, then click Add To To.

Add recipients of copies (Cc: or Bcc:)

  1. Click the select box for each Cc: recipient, then click Add To Cc:.
  2. Click the select box for each Bcc: recipient, then click Add To Bcc:.

    The names display in the Selected: column, and the Address Book listings are highlighted.

Import emails into ProTracker

Importing emails from external mail accounts enables you to manage them in ProTracker. You can assign imported emails to other users for follow-up, and relate them to records. Imported emails display in the My Emails folder. You can also view unread imported emails in the My Emails section, if you can add it to your Home page.

Use the Import Settings popup assign the email and relate it to records when the email is imported. By default, the email is assigned to your default team (defined in your Profile). You can also assign and relate the email to records after it is imported.

  1. Access the Import Settings popup using any of the following:
    On... Click...

    The Emails List

    Right-click an email and click Import to ProTracker on the popup menu.

    The Emails List

    Shift/click or Ctrl/click two or more emails from the list and click Import to ProTracker on the popup menu.
    The email message Click Import to ProTracker.
  2. Enter information for the following fields:

    Teams:

    By default, your private team is assigned as the primary team. To change the primary team assignment, click the team on the Teams Popup List View (displays upon clicking the Selection arrow) or the list of teams matching the character(s) you enter. To assign additional teams to the Name, click add (+) and click the team as described above. For more information on assigning teams, see Assigning Users and Teams to Records.

    Assigned To:

    By default, the email record is assigned to you. Use the following instructions to assign it to a different user.

    1. Click Select.

      The User Search popup displays.

    2. Click the user.

      The user displays in the Assigned To: list.

    Related To:

    To relate the email to another record, do the following:

    1. Click the module in the dropdown list.
    2. Click Select.

      The module’s list popup displays.

    3. Click the record.

      The record displays in the Related To: field.

    Delete message from server:

    Click this box to delete the email from the external email server after you import it to ProTracker.

  3. Click Import to ProTracker to import the emails into ProTracker.

    ProTracker displays a message after the email has been successfully imported. The import email now displays in your My Emails folder.

Alternatively, you can select the email(s) that you want to import in the emails list and drag the email(s) from the list to a local folder.

Assign an email

To assign one or more imported emails from your My Emails folder to a different user or team, do the following:

  1. Right-click the email from the list, then click Assign To.
    The Assign To popup displays.
  2. Click Select adjacent to the Assigned To field, and click a name from the Users Popup List.
    The selected user’s name displays in the Assigned To field.
  3. By default, your private team is assigned as the primary team. To change the primary team assignment, click Replace and the teams from the Teams Popup List View. To assign additional teams to the Name, click add (+) and click the team as described above. For more information on assigning teams, see Assigning Users and Teams to Records.
  4. Click Assign.
    The emails no longer display in your My Emails folder, but instead, appear in the My Emails folder of the assigned user.

Search for an Imported Emails

You can search for imported emails using one or more of the following fields: Subject, From, To, Date From, Date Until, Relate To, Assigned To, and Attachment. The Date From and Date Until time range applies to emails that were sent as well as emails that were received.

To search for imported emails in ProTracker

  1. Navigate to the Search tab located in the left-hand panel of the Emails home page. The Subject:, From:, and To: fields display in the panel. Click More to view all the Search fields.
  2. Enter the appropriate information to search for imported emails in the system.
  3. Click Search.
    The search results display imported emails assigned to you and your direct reports in the List View.

Relate an imported email to a record

You can associate an email with records in other modules, such as accounts, contacts, and bugs, during any of the following processes:

Alternatively, select the email from the list, right-click, and select Relate. In the Relate Email window, select the module from the Related To dropdown list, and click Select to choose the record with which to relate the email.

Importing emails In the Import Settings window, you can select a record from another module using the Relate To dropdown list and the adjacent field.
Viewing emails When you open an email, click the Quick Create dropdown list to select the record that you want to create, such as a bug, case, contact, lead, or task.
ProTracker creates the new record and associates it with the email. Related emails are listed in the History sub-panel of the record’s Detail View.
Composing emails You can use the Relate To dropdown and adjacent field, located at the top of the page, to select a record from another module.

To relate an email with another record

  1. Select the email from the list, right-click, and click Relate.
    The Relate Email dialog box displays on the screen.
  2. Select the record type from Relate To dropdown, and click Select to view the list of records and choose one.
  3. Click Relate to create the association.
    The email is now associated with the selected records and is listed in the History panel of the record’s detail page.

Create a record from an imported email

To create a record such as a bug or a case:

  1. Open the email.
  2. Click Quick Create.
  3. Click the record type from the dropdown.
    The Quick Create form displays on the screen.
  4. Complete the form.
  5. Click Save to create the record.
    If you have not already imported the email, it will be imported and associated with the new record when you use Quick Create to create the record.

Sub-panels/Related Information

See also:

Create email templates

Have more questions? Submit a request

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