Helpdesk email CC'ed on tickets

akp982 · 2010-03-16T08:46:09.000Z

@Dawn its weird how it stops happening when using pop or imap though?

xoalto8165 · 2010-03-16T08:56:39.000Z

Whilst the ticket is being sent to our Helpdesk, would there be a difference in using helpdesk@zzz.local instead of helpdesk@zzz.sch.uk ? Our Helpdesk Sender Email Address is set to the former.

(Oh! Basic question; how do I package up the log-files?)

dawn · 2010-03-16T09:22:24.000Z

Hi xoAlto,

Sorry, click here to find out how to package your logfiles.

Concerning your first question, do you see different results when sending a ticket to the helpdesk using one address or the other?

xoalto8165 · 2010-03-16T09:28:17.000Z

Found out (how to) packaged and e-mailed attachment to Support now. Support Reference 32432 !

We have not really tested on the other address as my Network Manager stated that one was an alias of the other. Also as the Helpdesk has been working fine since we started implenting it at our location (since v4.0) we would not have thought that the e-mail address itself would be breaking it now.

dawn · 2010-03-16T10:05:31.000Z

Hi xoAlto,

I’ve received your logfiles. Your helpdesk email account in Settings → Email Settings ends in .local and not coventry.sch.uk, correct? It looks like emails are being sent to the latter.

dawn · 2010-03-16T10:46:27.000Z

Hi xoAlto,

EDIT 4/13/2011: The helpdesk should no longer process it’s own system notifications. If you have already implemented the “CC RegExp” workaround for pre 5.0 installs, please remove it and download the latest version of the application here .

For any email addresses you want to ensure do not get processed by the helpdesk, go to Settings → Email Settings → Advanced Options → CC Email Filter.

stephenchudleigh7324 · 2010-03-16T12:10:20.000Z

Just to provide some additional information. As part of 4.6 we implemented another user’s requested feature to have Spiceworks include e-mail addresses in the ‘To’ field as copied users on that ticket.

Now, Spiceworks doesn’t know anything about how your e-mail aliases are setup on your e-mail server and you could potentially have any number of aliases for the Spiceworks “dedicated helpdesk e-mail address”. It was assumed that people would be using the same e-mail address they configured inside of Spiceworks. We might be able to address this by adding an additional configuration option to specify other aliases for your helpdesk e-mail account, but until then the only thing you can do is to use the same e-mail address that you have configured in the application to send ticket e-mails. (or as Dawn suggested, setup a regular expression to exclude that e-mail from consideration)

xoalto8165 · 2010-03-17T07:38:56.000Z

We’ve gone ahead with Dawn’s first suggestion and tested. Couple of hiccups:

Since we have our Sender Email Address to helpdesk@zzz.local (and the original error to helpdesk@zzz.sch.uk ), we thought that adding helpdesk@zzz.local to the CC User Regexp would have worked. However our helpdesk Tickets still had the CC field populated as helpdesk@zzz.sch.uk
Instead we set the CC User Regexp to helpdesk@zzz.sch.uk and now the CC field is blank and users can communicate via the Helpdesk system or via e-mail to get and update their requests.

Just for clarification, helpdesk@zzz.sch.uk is the alias while helpdesk@zzz.local is our school domain.

Finally (until the bugfix), we are unable to change the Sender Email Address to helpdesk@zzz.sch.uk because Spiceworks says that the e-mail address cannot be linked to an existing Spiceworks User.

– Thanks for now!
Alan To

joshburt7649 · 2010-03-23T15:08:44.000Z

I had this same problem because my help desk address is a member of several distribution lists. The regexp has fixed it for now.

Question: What would my syntax on the regexp be for more than one address?

stephenchudleigh7324 · 2010-03-23T15:48:32.000Z

The pipe character, “|” without quotes gives alternatives. You can use this website to help debug regular expressions: http://rubular.com/

joshburt7649 · 2010-03-23T15:56:47.000Z

Excellent! thanks.

lawriedalman3018 · 2010-03-28T13:38:25.000Z

We really like how the email and helpdesk relationship has changed in 4.6 a really productive improvement, but we can see how some of the folk who have been using Spiceworks a lot longer than us might see the new behaviour as a bug.

Nice work again Spiceworks…

aaronstuder · 2010-04-01T07:04:48.000Z

Could this also be why I am receiving an occasional ‘No Comment’ response since the upgrade to 4.6? This typically comes through a few minutes after a ticket is created in the admin interface. I don’t see this happen with email or portal submissions.

On a similar note, also having to do with tickets created in the help desk, when I fill out all the fields and choose who to assign it to it shows up under Unassigned Tickets.

kennethhansen9871 · 2010-04-07T14:17:27.000Z

I have the same “bug” as Aron with the “No comment” after an upgrade to 4.6 …

aaronstuder · 2010-04-08T05:02:57.000Z

Kenneth SM Hansen wrote:

I have the same “bug” as Aron with the “No comment” after an upgrade to 4.6 …

Kenneth,

This seems to happen to any ticket that has the CC field auto-filled with the account spiceworks is monitoring. I followed Dawn’s suggestion and the problem went away:

Dawn (Spiceworks) wrote:

Go to Settings → Helpdesk Settings, click “Advanced Options”. Find the field labeled “CC User Regexp” and enter the following (the brackets and caret symbol are required. In your case you’ll enter the address of the alias, not the address that appears in Email Settings):

[^yourhelpdeskaccount@yourdomain]

scottyk8940 · 2010-05-06T14:04:08.000Z

I have this issue also now that we upgraded.

I am not sure what you guys mean by alias. We only have one email address for our helpdesk.

Dawn or Stephen want my logs?

stephenchudleigh7324 · 2010-05-06T14:14:45.000Z

Alias means that on your email server (Exchange or GMail or whatever, not Spiceworks), you have defined an alias or auto-forwarding email address that is linked to the Spiceworks Helpdesk Email. The result is that emails sent to the alias or auto-forwarding email address end up in the Spiceworks Helpdesk.

Since Spiceworks doesn’t know about the aliases you setup, it think the alias is a user’s email and adds it as a CC’d user on the ticket. This results in notifications sent to the alias, which in turn ends up back at Spiceworks, etc. Make sense?

You have to exclude this alias email address from the auto-CC feature as Dawn suggests.

scottyk8940 · 2010-05-06T14:28:26.000Z

We have one email address (helpdesk@exchange.com) that SW checks via exchange OWA.

We don’t have any alias to that address. Am I supposed to exclude helpdesk@exchange.com from the auto-CC?

stephenchudleigh7324 · 2010-05-06T14:36:18.000Z

You shouldn’t need to because Spiceworks knows not to send email to itself (the email you configured in the Email Settings page). What is the exact issue you are seeing?

You may want to try switching from exchange/owa to pop/smtp to see if that clears up your issue.

scottyk8940 · 2010-05-07T08:48:58.000Z

The exact issue, is that when someone responds to a ticket, a response from our helpdesk email address of “No Comment” gets added to the ticket. SW sends this out to all the admins, users, & CC’d users which puts a new spin on customer service…

Switching to POP/IMAP isn’t an option for us right now as it’s disabled. We use an out sourced exchange environment. and disabled Pop & IMAP to tighten access to the email.