Systems Management Question

Emailing the Service Desk as the Service Desk email account not generating tickets

10/14/2020 56 views

Does the Service Desk ignore emails from its own address by default?  My service desk queue's email is helpdesk@mycompany.com.  I have a couple of monitoring utilities setup to email daily reports and it is using the helpdesk@mycompany.com email to send out its reports, but the Service Desk ignore them and does not create a ticket.

I know the service desk is at least seeing them because I see the message come into the helpdesk@mycompany.com mailbox and after a few minutes it changes from unread to read along with all the other emails that are correctly processed as tickets.

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