I did find a partial resolution to exclude tickets opened by email with webhelpdesk in the CC field, but I still don't have anything when the WHD email is in the TO field and with others in TO or CC. As soon as I stopped the WHD storm of duplicate ticket creations caused by WHD being in the CC line, our users started putting WHD in the TO field along with everyone else including the CC.
For those that are interested on the rule I used to "stop" incoming email with helpdesk in CC on a new ticket:
- Action Rule (cascade unchecked) and at top.
- Rule trigger: only when updated by a client
- Rule trigger: only at ticket creation
- Criteria ALL: Latest Update Trigger = E-mail to WHD as CC
- Criteria ALL: subject does not contain "ticket"
- Criteria ALL: Request Type is <default ticket type for the incoming tickets via email>
- Action: Modify ticket: I change request type , Add a solution tech note indicating why it is cancelled,, Status - Closed, Priority, disable all client CC's, and finally email the client.
This still allows the email to come in and create a ticket, but we don't have to do anything with them, plus it informs the user how to email WHD.
If anyone can think of something for doing something similar to emails with others in CC or TO for new ticket creation, I would appreciate the help.
So basically I am attempting to stop ticket creation when anyone else, other than WHD, is in any address field unless it is a ticket update.
We are having the same issue and wanted to know if you have found any way to fix the issue permanently.
Nothing yet.. just manually merging. The action rule has cut way down on the hassle.
Thanks for an interesting tip!
Can you please share the wording you use to tell the client how to email WHD?
Email should only be used if you cannot log into the helpdesk system. The preferred method is to log into http://test123.test.com . You can log in with your computer username and password.
If you need to use email, you can use firstname.lastname@example.org to generate a ticket. However, please be aware that using this method will slow down the process as we have to then request the additional information that is required for the ticket that would be entered it you placed a ticket in http://test123.test.coml .
Test456@test.comis a distribution list that goes to all of the Help Desk technicians. We use this email address for users to update the team on tickets that have already been entered. This address does NOT create a ticket.
Our installation of WHD (12.2) is experiencing the same issue. I have narrowed down the trigger to this event: Each time a tech replies to a WHD e-mail (like adding a note, changing status), the address of the default incoming e-mail account is added to the CC: field.
I placed a technical request with SolarWinds. The support team @ SolarWinds is thinking an Action Rule did not delete properly. There's a chance someone did enter an action rule that placed this address in the CC field. But with that action rule deleted, it can not be displayed on the Action Rules maintenance screen. So they had me dump the contents of the table Action_Rules for them to investigate. I will update this post/thread when I get updates from Tech Support.
Tech support thinks the reason we get the CC field filled in with the default incoming e-mail account is because we have an alias setup for the e-mail account. We are testing to see if removing the alias stops the action from occurring.
What we do is have a different address in the outgoing email as the incoming. That way, when the clients reply, the only thing they see is the distribution list email and not the incoming ticket creation email.