1

Hi There!

Since the upgrade from 4.5 to 4.6 (and the 4.6.48797 update), we have noticed some issues when users are e-mailing their problem-requests to the Helpdesk.

Initially all seems fine; the request appears on the Helpdesk . However we have noticed that the CC field has been populated with the Helpdesk e-mail address e.g. helpdesk@zzz.coventry.sch.uk (which is the correct e-mail address - I’ve just replaced the school name with “zzz”). Also after 5 minutes, a failed e-mail gets sent out with the following (Postmaster) error:

On Mar 16, 2010 @ 09:32 am, postmaster@zzz.coventry.sch.uk wrote:
This is an automatically generated Delivery Status Notification.
Delivery to the following recipients failed.
helpdesk@zzz.coventry.sch.uk

The above error is also included in the ticket’s comments.

Whilst we can remove the helpdesk e-mail address from the CC field and continue to use the Helpdesk as usual, could this little bug be resolved please?

– Many Thanks!
Alan

14 Spice ups
2

Change from using the exchange connector to pop or imap

3

FYI

I have flagged this to Spiceworks who may be able to give a update when they wake up.

I had the same problem and changing to pop worked perfectly for me.

4

I’ll check with my Network Manager to see whether this mini-config change can be done without breaking the Helpdesk e-mailing between Spiceworks and Exchange.

It’ll be either that (temporary change?) or wait for a fix from the Spiceworks developers.

5

It should be fine, as long as pop or imap is enabled it wont be a problem.

The SW team should be able to look into this and work out what is going on.

6

Just checked with my Network Manager and, as I thought, POP has not been enabled/configured on our Exchange Server. So we will bear it for now and wait for the fix.

Thanks for flagging it up!

7

Hi xoAlto,

We should be filtering the helpdesk account out of the CC field. Can you do the following for me?

  • Go to Settings → Email Settings
  • Click Advanced Options and turn on “Full Email Logging”
  • Send in a ticket to the helpdesk so that your helpdesk email is CC’d on the ticket.
  • After the ticket is created, package up your logfiles and send them to support@spiceworks.com and reference this thread to have them forward it to me. Please also include your helpdesk’s email address as it appears in Settings → Email Settings.
8

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

1 Spice up
9

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?)

10

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?

11

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.

12

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.

1 Spice up
13

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.

14

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)

15

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

16

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?

17

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

18

Excellent! thanks.

19

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…

20

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.