1

Hi, is there any way I can prevent this?

users log tickets by emailing is.helpdesk@xxxxxx.com . This call is logged correctly.

the ticket is auto-assigned to our generic helpdesk account “IS Helpdesk” which has an email address of is.helpdeskuser@xxxxxx.com . this works perfectly.

However, the ticket seems to automatically add is.helpdesk@xxxxx.com to the CC list of emailed users. We dont want this or understand why this is happening.

How can i stop this? I have checked all rules that i can find and there is nothing which indicates why this is happening.

Thanks in advance

1 Spice up
2

Do you have any ticket rules enabled?

3

yes, I have a rule to auto-assign any emailed tickets.

#assign is.helpdeskuser@xxxxx.org.za

This works.

but i dont have any rules to append a ‘cc’ of is.helpdesk@xxxx.org.za to the ticket.

I have attached screendumps for the rule I have, and for a ticket which has appended this email address.

note: is.helpdeskuser@xxxx.org.za = the user account in Spiceworks that tickets are auto-assigned to

is.helpdesk@xxxx.org.za is the Exchange mailbox that Spiceworks retreives emails from that users log tickets to.

I dont see why that exchange mailbox is auto-added to the CC list as per attached.

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4

2nd attachement

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5

What is the primary email address on that mailbox.

It looks as if at least one of the addresses in an alias.

6

I have got two separate exchange mailboxes created to avoid the confusion.

strange isnt it? :stuck_out_tongue: these are both primary email addresses for each individual mailbox

exchange mailboxes attached.

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7

But it looks like you have

is.helpdesk@xxxx.org.za

and

is.helpdesk@xxxxxx.com

and both of them are pointing to the same mailbox.

In other words you have two accepted domains, am I right?

Go to it.helpdesk mailbox properties, click on the email address tab, how many mail address do you see there?

8

sorry, just to clear that up, all mailboxes are “@xxxxx.org.za” my apologies for confusing you with .com.

I’ve just been taking out our actual domain name from the screendumps and texts.

there is 1 email address per mailbox.

hope that helps

9

Go to

  • Settings
  • email
  • Advanced
  • CC Email Filter - enter the email address that you don’t want to cc.
10

bingo! that worked perfectly

thanks for taking the time to assist me, it was driving me insane!

Cheers

11

Welcome

Glad to help.