Support Queue Not Processing Specific Emails
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@custom_7=6789
@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
@custom_7=6789
@category=AMCAP Academy
@submitter=
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?
Answers (2)
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