1

Hi all,

Went over to cloud mid Dec and has been smooth sailing since then until this morning. Emails sent from external (i.e. testing with a Gmail account) to the help@domain.on.spiceworks.com create a ticket successfully, however emails either forward as usual or directly to the help@domain.on.spiceworks.com do not create tickets.

Checking our email logs and emails have been sent successfully.

Any thoughts / pointers would be appreciated - I have created a Spiceworks ticket too.

Cheers,

J

5 Spice ups
2

Some time back we encountered delays in ticket creation, but the tickets were still created.

Do you have the SMTP details of where the message(s) were handed off to? If so, you may open a case with the support team

3

What length was the delay? No tickets created since some point overnight here. Have added SMTP details to support ticket!

4

While using CHD to create new or modify existing tickets, users identified with an “administrator” role are no longer receiving email notices on those tickets. This was first noticed late on 1-12-22

5

Do you mean not creating? That is when ours stopped also

@r-rod55

6

Same on my end as well. Using cloud ticketing for 6 months now with no issue. Starting today, emails are either sending updates to the sender. No ticket creation email, no update email, etc. Concerned we might be missing out on support issues as we are not seeing them in our email.

7

Tagging in @spiceworks-support-team ​ and @community-team ​ to see if this may be related to some email changes Spiceworks is modifying in their backend environment. One person having an issue could be settings. Two people could be coincidence. Three people, and a pattern starts forming.

8

janke01, my sincere apologies for being unclear. I’ve edited my posting to be more accurate.

9

To clarify a little bit:

  • Email to provided email (or forwarded to said email) from our internal domain neither create or update tickets. Checking through mail logs shows these emails have left us successfully.

  • Email to provided email from external source (tested with personal Gmail account) create ticket successfully

  • Modifying / responding to ticket in the web portal sends email notifications to us successfully

We have currently removed the forwarding rule to our in house address users email ticket / support requests in to so are currently without a functioning helpdesk for >24hr

J

10

Further update:

Sent a test email on the off chance it might be working and seems to be functioning correctly again, will continue to monitor but would be interesting and potentially helpful to know what had happened!

Emails sent between the time we realised there was an issue and removing the forwarding rule are currently not around.

J

11

I am facing a similar issue. In my case sendgrid the Emil server of spiceworks is rejecting my Emil server’s connection request. As a result not a single ticket getting created via Emil forwarder. A direct email from my official domain to spiceworks email address is also getting rejected. From spiceworks to my domain the email flow is fine. Support team didn’t responded in last 3 days.