Email from same domain getting rejected

Do you have a client record set up using the email address: HRFax@shiplps.com ?

Or

do you have @shiplps.com set as a reconised domain to auto create accounts from unknown sender addresses?

I do not currently have a client setup for that email. Should I? Can you explain how I would configure @shiplps.com to be the reconised domain? I believe that is the current setup be where would I check this again?

Webhelpdesk needs to know whos talking to it, so you'd need a client record set up with that email address for it to be recognised and communicate.

Or, under SETUP, EMAIL, Options,

look for:

Create Accounts for Unrecognized Senders    

1:No

2:Yes

3:Only if e-mail matches an Accepted Domain

Accepted Domains :

Choose option 3 and add @shiplps.com to the accepted domains section.

(be aware of how it creates the user Id format if you choose this option)

This is assuming you have no AD/ldap connection already set up to import clients ad-hoc or automatically.

We do currently have AD/LDAP connection turned on and syncing to AD. How will this effect that setting? I was able to send a test email through with a client manually added but we want it to automatically go through without having to add a client each time?

Thanks

Chad

the error was explicitly saying that the system rejected the incoming mail because the email that was sending it wasn't associated to an existing client.

by far the easiest way to resolve it is to create a Client account for HRFAX and assign the email hrfax@shiplps.com to that Client account.   Then it should be able to send in mails all day long. 

Your ldap sync can work 2 ways,

bulk sync enabled or disabled.

enabled: if configured correctly talks to AD at a specified interval and brings in new accounts, and changes to existing accounts.

disabled: (but active) would allow you to use the clients section (with search LDAP ticked) to manually retrieve the record by searching for a matching attribute, say: HRFax@shiplps.com

If you have 'create accounts for recognised senders" enabled, and @shiplps.com is in the accepted domains list, something else is amiss.

Search clients for email: HRFax@shiplps.com, if you see more than one entry in the client results, whd will reject correspondance from all those accounts, until only one remains....

We have AD/LDAP sync on and it is fully synced. Still getting the error when I try and send from the HRFax@shiplps.com email. Does the fact this this is a "cloud" email account and not an AD email account make a difference?

No, that shouldn't matter.

If you go up to the Clients tab and search for HRFax@shiplps.com, does that return a client record?

Issue may be caused by Duplicate Email address which is inactive within WHD.  Try the following:

Error: Your support request could not be processed - SolarWinds Worldwide, LLC. Help and Support

There isn't anything showing in Clients for HRFax@shiplps.com. I searched with and without the LDAP search. I did a test and I created another account in AD and let it sync to office 365 email. Then I tried to send to helpdesk@shiplps.com from that email account and I get the same error "We're sorry, your e-mail address was not recognized by the help desk, so your request for support could not be submitted." so it does not seem to be an issue with cloud accounts because my test shows that I am getting it with a AD user I created as well. Any other suggestions?

Thanks

Chad