Incidents submitted by Email - incorrect Contact....
Ok, so Its installed (more than once!) and working so far :)
However i have an interesting question ...
If i raise a ticked as a user through the console, it assigns that user to the incident as the contact (all good ..)
if the same user submits an incident via Email - it assigns the contact as 'guest@logicbase.com'
I've checked the workflow in designer and it appears to be correct insofar as it tries to determine the contact name from the email address .... all good ...
My email is in the format of FirstnameFirstLetterOfSurname@Company.Com - ie Fred Green's email is fredg@widgets.com
In the actual Ticket it appears to select the correct details, but is still assigning guest@logicbase.com as the contact !
example ...
Has anyone else experienced this, and what have a missed during the setup to cause this to happen :)
Cheers
J
Comments
It will set the user to
It will set the user to guest@logicbase.com if it can't determine the sender. From the ServiceDesk 7.0 Release Notes:
https://kb.altiris.com/display/1/kb/articleContent.asp?aid=46471&n=1&s=&link=#TTK
When the sender of an email incident is unknown, the guest user becomes the primary contact on the resulting incident ticket.
When the inbound email monitoring and inbound email process cannot determine the sender, the user is set to guest@logicbase.com. When an incident results from the email, that user becomes the first primary contact. The Verify Resolved Incident task is assigned to the primary contact only. Because a primary contact cannot be deleted from a ServiceDesk ticket, someone needs to log on as the guest user to verify the incident.
Is the e-mail being received from someone already known to SD7? That is, if the email is fredg@widgets.com, is fredg@widgets.com already assigned to a Contact? Or is this a new e-mail address to SD?
Mike Clemson, Senior Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
No, Fred is already known
No, Fred is already known !
Fred already created an incident through the portal, not more than 10 minutes prior to this !!
Its almost as if the user assignment part is just ignoring the email address ....
Its a real noodle scratcher ......
I had the same issue and I
I had the same issue and I resolved it by debugging the workflow. It turns out that Service Desk was checking an exchange mailbox and I was sending email in from an exchange mailbox on the same domain. Exchange will put your display name as the email address instead of your actual email address. So, the workflow handles that step as well. The problem for me was the my display name is written as Lastname, Firstname. The default workflow parses for Firstname Lastname. I had to modify the seperator value from space to comma, swap parameters for firstname and lastname and then remove the space before the firstname after the comma. Once all that was done it worked great. Let me know if this makes sense.
Here is what I did - The
Here is what I did - The screen shots did not attach to this. If you would like me to email those to you I will. Just let me know your email address.
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