Systems Management Question

Emailing the Service Desk as the Service Desk email account not generating tickets

10/14/2020 97 views

Does the Service Desk ignore emails from its own address by default?  My service desk queue's email is helpdesk@mycompany.com.  I have a couple of monitoring utilities setup to email daily reports and it is using the helpdesk@mycompany.com email to send out its reports, but the Service Desk ignore them and does not create a ticket.

I know the service desk is at least seeing them because I see the message come into the helpdesk@mycompany.com mailbox and after a few minutes it changes from unread to read along with all the other emails that are correctly processed as tickets.

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  • I noticed this issue with some of our automated reports after updating to 10.2. Sending them to the actual queue address (@k1000.domain.com) rather than the alias resolved the issue for some, but not all.

All Answers


We saw the same thing in our environment and had to contact support for a hotfix.

Answered 11/03/2020 by: JasonEgg
Red Belt

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