1

When a new ticket is emailed in to the helpdesk (as only receipient) the helpdesk is CC’ing itself (see attachment). I have to manually remove this on every ticket … !!

The only change we have recently made that i’m aware of is migrated to Exchange 10 and are now using Exchange credentials to send/receive mail

Anyone got any thoughts???

Helpdesk_issue.png
Helpdesk_issue.png1008×415 39.1 KB
2 Spice ups
2

Be sure there is no user in your inventory with the email address of your helpdesk.

The helpdesk needs an own dedicated email address! http://community.spiceworks.com/help/Configuring_The_IT_Help_Desk

Go to your inventory/People and change the email address of the user to not match with the email address of the helpdesk.

Further check your ticket rules (http://community.spiceworks.com/help/Ticket_Rules ) if there the email address of your helpdesk is used for autoassign or something else. Delete this rule.

1 Spice up
3

Have to second Marco. I’d first look at the Ticket Rules under Settings → Help Desk

Scroll down to the extensions and double check and rules there.

Second, check your mail server rules just to make sure something funky didn’t happen there maybe.

4

Thanks for the repies - I have had SW running for about 4 years now and the problem has only recently started. I’m the only one who would tweak settings in SW (he says with agreat deal of hope).

I don’t see a Ticket Rules plugin under Settings > Helpdesk (or Manage Extensions) all i have isHelpdesk Responses and Hide ticket cost.

@bytesnake what happens when the AD sync kicks in

5

Anthony9822 wrote:

@bytesnake what happens when the AD sync kicks in

Not sure - don`t have AD here :slight_smile:

I think if there is an user in AD with primary email address of your helpdesk, it will be imported in your inventory.

Start a search for this email address inside your SW and filter by people. Further check if there is an inactive user with this email address in your inventory.

6

UPDATE:

Having changed the no-reply address to the helpdesk email address im not getting the “No comment” reply back in to the helpdesk but it is still adding the Helpdesk as a CC’d user

having disabled the incoming email i sent a test to confirm that the email was going in to the mail box and that excahnge wasn’t messing around with - Its not :slight_smile:

So its back to SW to find out where it is adding this in … time to disable all the plugins i think

7

UPDATE:

All plugins disabled - test email still has the helpdesk as a CC’d user and i was wrong on the No Reply - it still throws a No Comment into the Ticket :frowning:

8

Again, do you have any user in Inventory/People (active and/or inactive) with the helpdesk email address associated?

Check http://your-spiceworks:port/people/inactive and http://your-spiceworks:port/people?mode=card&view=Everyone

9

Or did the creator just add the email address of the helpdesk in the field CC in the email too? (only if Settings/Help Desk Settings/Show Additional Settings → “Add incoming CC’ed emails to Ticket” = “on”)

2 Spice ups
10

I do have the helpdesk in AD and when People Inventory came along it got populated in to there.

@ bytesnake - you last post answered it. Dunno how this got changed (unless it was on the latest update or someone has been “playing”)

11

Glad you got it :slight_smile:

12

Hello,

I’ve just started having this issue, but I’m not going to disable “Add incoming CC’ed emails to Ticket” to fix it because I find that an incredibly useful feature - how can I figure out what’s causing this?

It definitely started out of the blue here, I didn’t change any settings. The only thing I can think of is I added a bunch of low disk space notifiers just before this started, but that’s about it!

What I have found though is

  1. I send and e-mail to helpdesk@domain.com for testing
  2. I check the exchange mailbox (I have it delegated to myself), and see the e-mail I sent in step 1 sitting there happily
  3. In ~5 minutes, Spiceworks scrapes the mailbox and message from step 1 dissappears
  4. Just as step 3 happens, a message addressed from helpdesk@domain.com addressed to helpdesk@domain.com appears in the inbox! What’s this now?!

I have checked multiple times and confirmed my eyes are not deceiving me. For some reason, after spice works scrapes the exchange mailbox, I get an e-mail addressed FROM the helpdesk e-mail TO the helpdesk e-mail. The content of this e-mail is a notification e-mail like an admin would receive (new support requeest received).

bytesnake’s fix has worked for now, but surely disabling features isn’t the fix?!

13

Check the mail addresses of your admin user(s) in SW. Does one user have the mail address from the helpdesk (Settings/User Accounts)?

14

It definitely does not - only 3 accounts in there and they’re all real people that use the system, the helpdesk e-mail is not in there.

15

Check your mail client/server for rules for this mail address.

16

Hi,

The only rule in the mail client (i.e. outlook web access) is to delete OORL so it doesn’t clog up the system, other than that there are no rules present.

:frowning:

17

Sorry, but I`m running out of ideas.

Feel free to contact support@spiceworks.com and send them your logs - community.spiceworks.com/help/How_Do_I_Send_Spiceworks_My_Log_Files%3F

18

Hello,

I fixed it. I did this by

  1. Go to Settings > E-Mail
  2. Click “Show Additional Settings”
  3. In the “CC email filter” field which was blank, I entered the e-mail address of the helpdesk e-mail.

Thanks for the insight bytesnake!

4 Spice ups
19

Same thing happened here. Did an update, and all of a sudden my dedicated helpdesk email was CC’d on every ticket emailed in. I’m 1 of 2 Spiceworks admins, and the only one that actually looks under the hood.

This was the issue. Thanks @bytesnake

bytesnake Sep 5, 2011 at 6:57 AM

Or did the creator just add the email address of the helpdesk in the field CC in the email too? (only if Settings/Help Desk Settings/Show Additional Settings → “Add incoming CC’ed emails to Ticket” = “on”)

Or did the creator just add the email address of the helpdesk in the field CC in the email too? (only if Settings/Help Desk Settings/Show Additional Settings → “Add incoming CC’ed emails to Ticket” = “on”)