ServiceDesk

Hi,

I have a problem with incoming e-mail creates incidents without a contact and gets stuck with status Awaiting Response. This happens with newly created accounts in Active Directory. Servicedesk imports new accounts two times a day, so this happens when a ticket is opened after account is created, but before it has been imported.

I tried to add a dummy contact in the rules engine, but that didn't help. I've tried to modify Emai Monitor to add a dummy contact. the ticket gets a dummy contact but still gets stuck in Awating reponse.

Log from Process History:

Unrouted Ticket from Email

This ticket was created from an email and was unroutable. Redirecting to inbound email management.

Can i avoid this with a rule? If not, where can I change this in Email monitor?

I was told by support in the past (still with 7.5 SP1, so not too long ago, but several months) that the best way to handle these sorts of issues is to set a rule in "OnIncidentReceived" at the very end that routes anything not yet routed to your default queue.

In theory, you can use the email inbound management to triage these tickets and get them where they need to go, but the inbound management can get rather flakey. I've found that not using it is much better for my environment.

I implemented the SD.Email_.Monitor.Multi and the related projects for the monitoring multiple mailboxes and had the problem that the calls were logged but stuck in Awaiting Response Status.

Adding an automation rule did resolve it but then I still had to create rules to map classification and assignee, so it got messy.

When I ran the project in debug mode everything worked perfect, but after publishing the project, I'd get the Awaiting response status.

The solution I found was to find the Pause Execution components as per the debugging information  (there were 2 that I had to change) and increase both with 1 second, this resolved the problem for me