1

We have a helpdesk system for our enterprise currently. I recently implemented SW to run a helpdesk operation for a different division within our department. The problem is, when someone sends an email to both our enterprise helpdesk and our SW helpdesk, they both auto respond generating tickets. These responses generate tickets, and so on and so forth. In ticket rules I set the following rules:

email from: helpdesk@domain.com

#mute

I also set

email to: helpdesk@domain.com

#mute

While I think this method will prevent email alerts from being sent to helpdesk@domain.com, it will also prevent alerts being sent to anyone else who is involved in the email.

Is there a way to disable all alerts (helpdesk and otherwise) from going to one particular email address so they will never get alerts?

2 Spice ups
2

Settings → User Accounts

Then set Email Notications to None for that account.

3

Sorry, I should have been a little more clear.

All user accounts have been imported through AD, so the only User Accounts that are showing up are ones who actually administer the helpdesk.

The situation I am looking to acheive is the same as if someone@gmail.com created a work order via an email and I didn’t want someone@gmail.com to get any alerts.

If I could actually prevent helpdesk@domain.com from being allowed to generate a work order via email, that would be ideal as well.

4

Hi Dan,

I might have a solution, but, as Spiceworks wasn’t really designed to have 2 instances on the same network, it may be a bit complicated and I haven’t actually tested it…

Let’s call the installations HD1 and HD2. You would need to set up the email address for HD1 as an admin on the HD2 installation and the email for HD2 and an admin on the HD1 installation. Then turn off all emails for these admins on the User Accounts page. Also, creating them as admins would get them added to the marketing list, so you might get a couple of bogus tickets created. If you want to PM me those addresses after you add them as admins, I’ll get them unsubscribed ASAP.

5

SW doesn’t live in two instances. Our enterprise helpdesk system is something our organization paid for. I have set up SW for a different department, who has their own technical support team.

When a user emails HD1 (TrackIt), it goes to our Enterprise IT department. They get an email back saying “Here is your ticket number, blah, blah blah…”

When a user emails HD2 (Spiceworks), it goes to our department with their own support team. They get an email back saying “here is your ticket number, blah, blah, blah…”

When a user creates an email which includes both HD1 and HD2, Spiceworks will spit off the email to all people on the email. The email that goes from HD2 to HD1 creates a ticket in HD1’s system, which then sends an email to HD2, which creates a ticket in HD2’s system, which then sends an email to HD1… well you catch my drift.

I really like the ability that Spiceworks has to send the ticket information to all people on the email, so supervisors, colleagues etc. can know that it is in progess (and can check on this progress), so I don’t really want to disable the CC option.

If I could deny HD2 the ability to send any emails to HD1, then that would fix my problems.

If I were to create the HD1 user in User Settings and then turn off all notifications for that user, could that fix my issue? Is there something in My Ticket Rules that I could setup that would not create a ticket if it came from helpdesk@domain.com? Or another plugin that could accomplish this?

6

Well this makes it easier :slight_smile: If you just want Spiceworks (HD2) to ignore any emails from TrackIt and not create tickets for them, go to Settings > Email Settings > Show additional settings and enter the email address for HD1 to the Ignore Emails (Full Text) field.

That’s a regex field, so you’ll need to first find out how the From address is listed in the header in Spiceworks from HD1. You can turn on full email logging (same place as Ignore Emails) to see exactly how it looks to Spiceworks. Then you’ll want to create the regex to match the From line. This is to make sure you don’t ignore any valid emails where your end-users are mentioning that email address in the ticket.

This is a good resource for crafting regex’s. I’ve entered an example that could work depending on how the header looks: Rubular: From: hd@test\.com

7

Alternatively, you could create the HD1 user and remove all notification emails, but the ticket would still get created. The method I mentioned above would prevent a ticket from ever being created.

8

I think that should do it. Thanks!