KBOX randomly rejecting email from known good users

Kind of at a loss here and Quest Support is dragging their feet in getting back to me.  Does anyone have any experience with an error in the Service Desk Incoming Mail Log that states:

" KHelpDeskMailHandler.class.php:183:forEachOrgAndQueue| No matching service desk queue email address found|"

We're missing new tickets, we're missing comments and answers to questions, it makes no sense.  SMA will send mail just fine and is receiving some mail, just not all of it.  A User will open a ticket via email successfully, then later tries to respond back to the ticket via email and the SMA rejects it.  It doesn't tell them it's rejecting it, the email doesn't bounce, IT isn't getting any notifications whatsoever...until someone's boss starts asking why we haven't fixed [insert issue they the queue to open a ticket on] and the real answer is because the SMA rejected the email.

Our HelpDesk tickets are created 99% of the time by an email to the address tied to the HelpDesk queue, nobody ever goes to the web portal to open a ticket, so if we're missing them because the SMA is rejecting email, we're in trouble.

SMA Version 13.0.383, virtual machine, hosted on-prem in Windows Hyper-V Server 2019.

Thanks in advance!

2 Comments   [ + ] Show comments
  • We are having the same issue after updating to the latest 13.0.383. Tickets are no longer being created when sent in via e-mail (internal/external). Waiting on support for a fix. - trankin 3 weeks ago
    • While I haven't gotten a final response from Kace Support, I can tell you that once we excluded the helpdesk address from the spam filters, our problems went away. Look in your KMailParser logs, see if there's an entry listing "invalid header value had been detected". That seems to be the "main" error, after that one I'd find a "No matching service desk queue email address found" entry in the Service Desk Incoming Mail Log. - aintITcool 3 weeks ago
      • Thank you, but sadly we do not have that error. - trankin 3 weeks ago
  • Not sure what your mail systems look like, but I setup a transport rule in Exchange to BCC me on any email that went to the HelpDesk address. When something came in to my box, I'd wait a few mins and check the SMA logs. MUCH easier for me to do it that way, rather than digging through the logs as they're presented. Good luck. - aintITcool 3 weeks ago
    • Will try this. Thanks. - trankin 3 weeks ago

Answers (2)

Posted by: KevinG 1 month ago
Red Belt

What protocol is selected in the Service Desk queue for incoming emails?
Please post the Support ticket number.

Posted by: barchetta 1 month ago
4th Degree Black Belt

Just to get more data here for analysis:

What is the email host? Exchange?  Exchange online?  Are you using oath or manual SMTP config on the queue for inbound?  

Is everything inbound coming from the same domain?

Anything occur when this began, for example did it start when you upgraded to vs 13?  Did you change the inbound email type?  Stuff usually happens when a change was made.   

Might be worth opening the email box and looking at a header from a successful and failed and comparing the two.  

If it is exchange, could a mail transport rule be involved somewhere?

Thats all I got, but this is an interesting problem.

We have same situation, no one goes to the portal.. there is no benefit to users to use the portal so they take the path of least resistance.  I think most people dont like how kace portal looks to be honest.

  • We've got a hybrid environment, hosted exchange that hits a legacy box, then terminates at the built in SMTP service of the KBOX itself. Not only is inbound from the same domain, it'll be from the User replying to the same Ticket...

    Worked with Quest yesterday (Case Number: 02032168), provided them the data requested, but believe I ran across part of the issue after the call. Found errors in the KMailParser log that said an invalid header value had been detected, specifically failing on the X-Ham-Report line, which (after some Google-Fu) may be related to SpamAssassin. - aintITcool 1 month ago
    • Sounds like a bingo to me. As I mentioned, Id compare a successful vs. failed header. I hate to say this but after working with kace and mail for the last two years, I think you'll find it to be something on the mail server side.. or something being used to process mail (such as a transport rule or spam filter). and trust me, I am not a kace advocate. - barchetta 1 month ago

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