Hi there,

Just recently setup the k1000 and had the email capability of the Service Desk working just fine, it could create tickets from emails and would reply back if there were comments made etc. Still in testing phase, so wasn't really using it much while I was working on other things such as the Software distribution and patching for training. 

Went back to working on the Service Desk portion a couple weeks later and noticed that the email isn't working anymore. It only sends emails to the user if the ticket is closed and nothing else. 

I ran the diagnostic email test and it sends out a test email from the System and for our IT Support queue and we get reports sent out to us just fine.

Any suggestions on what could be causing this problem?

I have a POP/IMAP mailbox setup as ServiceDesk@mycompan.com and using the below settings.


Queue Detail:


Name: ServiceDesk
Email Address: ServiceDesk@k1000.company.local
Alternate Email Address: ServiceDesk@mycompany.com

Configure SMTP Settings
SMTP Server: myexchange.server.net
SMTP Port: 587

SMTP Username:  ServiceDesk@mycompany.com
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Comments

  • i too have problem similar to this..email alerts are not sent when tickets are created
  • Having the same issues here, outbound alerts are finally working but incoming tickets by email are not. Nothing shows up in the Service Desk Mail logs either.

    Nothing but problems since upgrading to v 7.0.

    I did finally get the Service Desk Alerts to go out again by disabling the SMTP configs for each queue... ¯\_(ツ)_/¯
  • Yeah, not sure what is going on, I had it working perfectly fine and now I can't create tickets by email or get any alerts.

    If anyone finds a solution please let me know, I will do the same.
  • Do you have any custom ticket rules?
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