5 Replies Latest reply on Sep 30, 2014 9:51 AM by robtyler

    "We're sorry, your e-mail address was not recognized by the help desk, so your request for support could not be submitted."

    damienbarrett

      After switching from OD/LDAP authentication to AD this summer, our end-users are now all getting this message when trying to update or respond to a ticket via email.

       

      We're sorry, your e-mail address was not recognized by the help desk, so your request for support could not be submitted.

       

      I've verified that the Clients in the system trying to respond to an email have an email address in their account.

       

      I thought that perhaps WHD was begin restrictive about email address outside our domain, but I get this message even when I try to reply to my own tickets via email, and I'm definitely a user in the system with an appropriate email in our domain.

       

      This was not happening when we were using OD and LDAP; it only began after our switch to AD.

       

      Clients are set to be able to update a ticket via Web or Email. Only Web seems to work.

       

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