KACE Product Support Question

Support Queue Not Processing Specific Emails

06/19/2015 1208 views

I have a strange one I've been unable to figure out.  Going to be difficult to explain but I'll keep it simple.

I have a support queue (C) that receives tickets from emails generated from other queue's (A and B) closed tickets.  I was informed that the queue (C) has not been receiving any tickets from a specific queue (B).  Now I know my ticket rules are generating and sending the tickets, and I know the KACE is popping these messages, however a ticket is never created.

I also know this was working at one point, so I'm not sure if one of the 6.x updates broke something or not.

Here is an email being generated from Queue (A) that works and is being processed into Queue (C)

-----Original Message-----
From: Tickets@xxxxx.com [mailto:Tickets@xxxxx.com]
Sent: Friday, June 19, 2015 4:44 PM
To: Matthew Sommer
Subject: Aaron Boyd - New Academy Request


@category=AMCAP Academy

@submitter=Aaron Boyd

This is an auto created help and support request to track the creation of your Academy account.  

THE ACCOUNT IS NOT YET ACTIVE.  Please allow up to 2 business days for the completion of this request.  You will be notified as this ticket is updated.

The below information is for AMCAP's use:

Setup Type = New

Division =

Branch = Irving

Position = Processing Assistant

Manager = Bernard Maldonado

Here is an email being generated from Queue (B) that is not being processed into Queue (C)

-----Original Message-----
From: tickets@xxxxx.com [mailto:tickets@xxxxx.com]
Sent: Friday, June 19, 2015 4:09 PM
To: Matthew Sommer
Subject: Test User - Termed Academy Request


@category=AMCAP Academy


This is an auto created help and support request resulting from HR's approval of ticket: 8726.  Please term the Academy account for Test User. 

Division = $submitter_comp

Branch = home

Anybody have any ideas?

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All Answers

It's difficult to tell with your from addresses having been modified (obviously for security purposes here). Emailing from queue to queue is a tricky and dangerous business - it's very easy to cause an infinite loop with ticket notifications. In this case, you're having the opposite problem where one queue is not generating tickets based on mail from another queue. I'd have to see the primary and alt email configuration on Queue B and Queue C along with possibly other queue configuration information in order to determine the cause of your issue. Feel free to contact Dell KACE support, and we can assist you further.
Answered 06/19/2015 by: airwolf
Red Belt


The addresses are identical, both are basically tickets@company.com.  Like I stated before this was working for almost a year so this isn't something new I'm trying to implement.  The user account that is tied to tickets@company.com is an owner and allowed submitter for all three queues.

Is there a log file to determine what the error or reason is the KACE is not creating the tickets?

I did contact KACE support, the tech unfortunately didn't understand the issue I was having.  His only solution was to try itninja.com

Answered 06/22/2015 by: mds1981
Orange Belt

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