Email to kace is not working
Hello,
My current queue was functioning properly. I updated the email address on the queue to facility@company.com. However, after attempting to email facility@company.com, the queue no longer receives the email, and I do not receive a copy of the ticket via email. There is no bounce back email or any indication that the email was not delivered. It seems as though the email simply vanishes. No other configurations have been altered aside from the email address on the queue. I am unsure of what mistake I may have made.
Answers (2)
Top Answer
SMA version 13.1.80
For incoming, Via email is selected.
Defined address is Facilities-Help@sa1000.company.com
Alternate address is Facilities-Help@company.com
Comments:
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For Incoming email the options are SMTP, POP3, IMAP, Gmail, and, Office365 so which one is it?
If using SMTP you need to email the Queue email address of Facilities-Help@sa1000.company.com. - KevinG 4 months ago-
I think this is where I am getting mixed up. My Email address is facilities-help@sa1000.company.local. The alternate email (email alias) is facilities-help@company.com
I am using out local SMTP. Do I need to alias the sa1000 to the facilities-help account? - Lewis24 4 months ago-
The Alternate affects the FROM field when messages are sent from the SMA Service Desk queue to the recipient.
So instead of the FROM being the Queue email address, the FROM would be the Alternate email address. If you leave the alternate email address field blank, the FROM will always be the queue email address. If you prefer to use the Alternate email when sending messages to the SMA, you must configure your external/in-house SMTP server to forward the email to the SMA using the Service Desk Queue email address. - KevinG 4 months ago
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It was the exchange rule. Once I added it. It started working. Thank you - Lewis24 4 months ago
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I'm glad to hear the issue is resolved. - KevinG 4 months ago
What version of SMA?
What Queue protocol is selected for incoming?
What is the Queue email address defined?
What is the Queue Alternate email address?