We are not getting any email notifications of tickets being updated when they are updated via email.  Any help on getting this to work would be very much appreciated.


Thanks!

Danielle

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  • How is your e-mailing configured ?
    When you go to:
    - Settings
    -- Support
    -- Troubleshooting Tools >> Run Diagnostics Utility

    and you try the "email sending" diagnostic, what kind of feedback do you get ? (Debug output).

    Most likely:
    - Your K1000 isn't whitelisted on your exchange server / SMTP Server it's trying to use to send e-mail.


    Please add the debug output and elaborate on how your K1000 is trying to send e-mail.

    Regards,
    • LOG: MAIN
      <= helpdesk@culpepercounty.gov U=www P=local S=419
      LOG: MAIN
      => blackhole (RCPT ACL discarded recipients)
      LOG: MAIN
      Completed
      LOG: MAIN
      <= AccountingHelp@kace.culpepercounty.gov U=www P=local S=427
      LOG: MAIN
      => blackhole (RCPT ACL discarded recipients)
      LOG: MAIN
      Completed
      LOG: MAIN
      <= MaintenanceHelp@kace.culpepercounty.gov U=www P=local S=439
      LOG: MAIN
      => blackhole (RCPT ACL discarded recipients)
      LOG: MAIN
      Completed
      LOG: MAIN
      <= HRHelp@kace.culpepercounty.gov U=www P=local S=421
      LOG: MAIN
      => blackhole (RCPT ACL discarded recipients)
      LOG: MAIN
      Completed
      LOG: MAIN
      <= ITHelpdesk@kace.culpepercounty.gov U=www P=local S=436
      LOG: MAIN
      => blackhole (RCPT ACL discarded recipients)
      LOG: MAIN
      Completed
      • Seems like you are using EXIM,
        Might want to check with your e-mail admin.

        The Blackhole (RCPT ACL Discarded Recipients) reads to me like your KACE appliance isn't allowed to send to those recipients. (Hence why the ACL, Access Control List, discarded the recipients.

        Regards,
    • WE do get emails sent when tickets are updated, opened, or closed and comments submitted in the actual ticket. The problem is that when a user updates a ticket through the ticket email, the owner of the ticket doesn't receive an email letting us know that a comment was submitted. So right now, we might think that a user hasn't responded unless we go into the actual ticket. Where when they reply in the ticket, we get an email notification.
  • Are you using system rules or custom rules for your notifications. If you are using a custom rule please post the select statement from the rule.
    • I am using both. I do not have any rule set up to send email notification to owner and submitter when a ticket is updated through email. I am not quite sure how to do it.
      • I would start with checking the admin manual on managing rules:
        http://documents.software.dell.com/k1000-systems-management-appliance-shared/6.4/administrator-guide/using-the-service-desk/managing-service-desk-tickets-processes-and-reports/using-ticket-rules?ParentProduct=1074
  • I can't find how I can select a ticket to trigger a rule by the comment being submitted via email.
    • The wizard for creating a rule probably doesn't give access to this, but in order to know if a ticket change occurred via email you would have to look at HD_TICKET_CHANGE.VIA_EMAIL. If the change came through email that column should indicate the email address it came from. Unless you really need to know if they made the change via email or not, then making a rule that emails the owner based on any change made by the submitter would be sufficient. That still might require a custom rule.
      • Thanks! I didn't know that column existed. I will look into that. Thanks again!
      • Is there a list somewhere with the field and table names of the helpdesk?
      • There isn't a database schema that I'm aware of but if you use a tool like MySQL Workbench to look at the tables you can see everything. The database has a good layout that is easy to understand.
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Once I upgraded to 6.4.120261, email notifications have been being sent when the tickets are updated through email.  Thanks for all your help!!!
Answered 02/11/2016 by: County of Culpeper
Yellow Belt

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