Notification

Icon
Error

Ticket Dispatching - Alias Email

Posted: Thursday, July 2, 2020 8:10:34 PM(UTC)
C. Li

C. Li

Member Original PosterPosts: 5
0
Like
We're hoping to centralize the helpdesk mailbox with all our support teams to create tickets in Lansweeper.

In our testing with ticket dispatching, we have a rule set up as follows:

Tickets sent to alias "software@company.com" Move to "Software Team"

This works if the helpdesk email is not cached in Outlook, however if it is, then it will think it's being sent to the regular helpdesk email, thus not applying the ticket dispatch rule.

The alternative is to leave the software@company.com email as a separate mailbox and add it to Lansweeper as a second mailbox for incoming. The drawback is the filtered expressions may apply to the helpdesk, but not the software team. Is there a way around this?

Is this the best way to utilize a ticket dispatch rule with a Email To: rule? Does anyone have other experiences with this?

Thanks,
-C
FrankSc
#1FrankSc Member Administration Posts: 43  
posted: 7/24/2020 4:53:39 PM(UTC)
Hello,
It would better not work with an alias for email accounts as this could indeed cause issue with dispatching rules.
It's better to use real email accounts instead.

Active Discussions

Lansweeper Help Desk Workflow
by  lswanson   Go to last post Go to first unread
Last post: Yesterday at 11:12:21 PM(UTC)
Lansweeper Changing to remote scanning due to COVID
by  FrankSc  
Go to last post Go to first unread
Last post: Yesterday at 9:35:26 PM(UTC)
Lansweeper Not giving hackers the Domain Admin password / account
by  FrankSc   Go to last post Go to first unread
Last post: Yesterday at 9:27:13 PM(UTC)
Lansweeper LsAgent failing - Lansweeper SSL Expired
by  lansweeper25t34  
Go to last post Go to first unread
Last post: Yesterday at 8:33:28 PM(UTC)
Lansweeper Is there a chance to get the firewall off via Lansweeper?
by  EDV_OHZ   Go to last post Go to first unread
Last post: Yesterday at 4:57:26 PM(UTC)
Lansweeper Merge Asset button
by  KeithBecker  
Go to last post Go to first unread
Last post: 8/5/2020 9:27:54 PM(UTC)
Lansweeper Merge Two Assets or Update Based on Serial Number
by  KeithBecker   Go to last post Go to first unread
Last post: 8/5/2020 9:25:16 PM(UTC)
Lansweeper Hyper-V guest assets
by  bgstein  
Go to last post Go to first unread
Last post: 8/5/2020 5:50:24 PM(UTC)