ServiceDesk

I have had at least three email submissions with "New Ticket" specified in the subject that have not shown up as tickets in Service Desk.  On the email side they appear to have been processed the same as any other email.  Has anybody else seen this problem?

I had, perhaps, the same issue.  Were the emails that you cannot find tickets for sent by email addresses that do not coorespond to ServiceDesk users?  If so, it is likely that the tickets were, in fact, created.  The problem is that the "My Open Tickets" report on the "Tickets" tab does not show incidents if there is not a "Primary Contact," which is the case here.  If you remove that requirement from the report, you will see this incidents (though, that does cause other issues).  You can also pull up the ticket by manually entering the ticket number.

Joe

My problem seems to be different as the problem is not consistent across users: I found out it is more prevalent than I first thought. I have cases where the user email address is correct in Service desk and one day emails submitted by that user are not showing up and then the next day he has submitted new email where the corresponding tickets do show up.  Nevertheless I will investigate your suggestion to see if that reveals anything.  Richard

Hi All,

I too have this issue with SD7.1, I am not sure how often this happens however I do get emails asking what happened to a users request for support. I can see that the user has emailed the service desk, the email has been read/processed yet no incident was created for it.

I have just put this down to one of those things for the time being

We have had the same problem but were able to work out a few things that were stopping the incidents from being raised:

1. attachment size - ServiceDesk has a limit of 4MB, we found if a email had a attachment that was bigger than 4MB it would process the email as if it worked but no case would appear in ServiceDesk.

2. special characters - we found if the subject line contained special characters it seems to corrupt the title of the case which means sometimes it wouldn't come through (this was a intermittent problem) we found '<' or '>' seems to cause issues because of course its stored as HTML code and these are coding clauses.

As to missing users - we didn't have a problem with this, the email Workflow allowed a guest@logicbase.com contact to be used for foreign emails.

We have seen this also and are currently troubleshooting with a rule to make copies of emails to the monitored account in a special folder. I will update when we figure out the cause/solution. Have brought this up with support.