I have set up a web portal with a ticket submission form that when users submit will trigger an email to our KACE ticketing system. This form works great in filling out ticket fields automatically, however the email is being sent from a dummy postmaster address (noreply@support.example.com). The problem is that KACE continually attempts to send a confirmation email to this dummy address that always comes back undeliverable. Is there a KACE setting or an SQL script that can be used to stop KACE from emailing this bad address?

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There used to be a KACE knowledge base article that addressed this kind of issue but I can't find it anymore. Here's a link to a similar rule that will help:

 

http://www.kace.com/support/resources/kb/solutiondetail?sol=SOL111344

 

I'm assuming that you're using the system rules which means you need to flag the ticket to not notify the user on changes. With the above rule you would change the select statement to find tickets where the submitter's email address is noreply@support.example.com.

 

If you are using custom rules then you should be able to update your select statement for those to exclude any tickets that have that email address as the submitter. We use all custom rules in our queues and have had to exclude some addresses for this type of situation.

 
Answered 09/10/2013 by: chucksteel
Red Belt

  • Thanks chuck, I haven't had a chance to try this yet but I'll let you know how it goes.
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