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05/15/2019 254 views

We have a vendor that we have to submit tickets to for password resets in their system. The account uses the same email address that we use for our helpdesk system. When they reply to the tickets we opened with them in their system, it sends an email to us, which in turn opens a ticket in our system and emails them back. For some reason, they cannot update the email address in their system, so I need to just completely ignore any communications coming from their email address.

I've tried setting up a custom ticket rule to blank the submitter on ticket save, and I've tried adding the email address to the System Email Exclusion list, but nothing has stopped the flow of email/ticket generations.

What is the correct way to flat out blacklist an email to disable ticket creation?

We are currently running version 9.0.270, upgrade to 9.1 is scheduled for some time next week.


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Go to Service Desk | Configuration | Service Desk EMail Preferences and click to the Define EMail exclusions - Link ( https://sma/adminui/settings_sd_email.php )
There you can add the emails which have to be ignored.

The CTR could only be used to delete, since it triggers _AFTER_ the ticket is created.

Answered 05/15/2019 by: Nico_K
Red Belt

  • Yeah, except that I have the email in that list and it's still processing the messages.