email from external address is not creating ticket

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email from external address is not creating ticket

Forum Index » Helpdesk

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17/01/2011 12:07:55

Subject: email from external address is not creating ticket

cal
SysAider

SysAider from release 7

Joined: 06/07/2010
Messages: 11
Offline

Hi

we have sysaid pro version.

i have created a user in sysaid with an email address that is external to our domain.
When this user emails sysaid, the email is passed to our "ignore" mailbox. no ticket is created....

any ideas how i can troubleshoot this?

updated info with another sysaid user (i created this user with a gmail-based email address)
i've tested the following:
* emails from users external to our domain, cc another user external to our domain
* email from within out domain, cc another user
* email with attachment from user external to our domain

with my test account, all of the above opens a new ticket...

This message was edited 1 time. Last update was at 17/01/2011 14:25:19

20/01/2011 07:29:20

Subject: Re:email from external address is not creating ticket

Joseph Zargari
VP Customer Relations

Meet me in Vegas - SysAid technology Conference - 28-30/4/2010

Joined: 26/03/2006
Messages: 516
Offline

Hi cal,

The issue you're describing isn't related (as you later discovered) to the user having external email address. It is most likely to be related to some encoding issue.
Try to get that user to send another email into SysAid and then, after the email is being ignored, take a look at the ...\SysAidServer\root\WEB-INF\logs\sysaid.log file.
I expect it to show something like "handled as ignored email" (before or after the error message). Please post the error message in here and we'll try to decipher it together...

Thanks,
Joseph.

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