Email notifications when ticket updated via email
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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Answers (1)
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Posted by:
County of Culpeper
8 years ago
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, - Ezra 8 years ago
<= 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 - County of Culpeper 8 years ago
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, - Ezra 8 years ago
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 - chucksteel 8 years ago