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Web help desk v12.3 email rejected

mst

I have noticed some emails rejected when clients replying to already created tickets.

INVALID_EMAIL_REQUEST

Please advice. Thx, MST

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mbussey

Seems there's confusion over which client record to pick based on email address.

Can you check to see if you have multiple client records with email address?

mst

Thank You for replying. Sorry for the confusion but : "Can you check to see if you have multiple client records with email address?" I am using LDAP authentication if this is a case.

mst

I have checked under clients and no, there are no multiple email client records, just one to one.

mst

I see there is an option Allow E-Mail Updates on Any Ticket (Yes) on their client account. But is that really needs to be in order to reply to existing ticket by the same user that created that ticket? We have all user with that option to set no and they are able to update their own tickets.

mst

I think I know what is going on: person A creating a ticket buy email and CC somebody else B person, all of sudden B person is replying back to already opened a ticket and get response - email rejected.

You were right about "Allow E-Mail Updates on Any Ticket (Yes) on their client account." but how can I enable that for all users as system wide? Is there any option to enable that so people not included in the ticket can reply.

Another question is if I want to not included people change the status of the ticket?

Thank You for Your all help.