Mail Fetch Issues - New Tickets not being created, etc
Running 7.0.0 Build 7011 Service Desk Plus
Recently ran into an issue with the Mail Fetching.
There are 2 issues but they seem to go hand in hand.
When an email is sent to the mailbox that ServiceDesk monitors it will grab the email, and then send a notification that a ticket has been created but the ticket # it provides is an old ticket number that has been used, and when we view the old ticket # the email that it grabbed wasn't added to that ticket, but it just seems the email goes into a void. I've searched to see if it had created another ticket and just notified me wrong but I have been unsuccessful at finding anything.
Second, when we reply to a user from within the ticket and they reply to that email and it goes to the monitored mailbox, the email is fetched from SD+, when are then notified a new ticket has been created with an old ticket # and then the reply is added to the original ticket that had been replied to.
I've bounced the services, reset up the fetch settings, not sure what else to do after this. I have included a support file just in case.
Please let me know if you need anything else.
Thank You
Recently ran into an issue with the Mail Fetching.
There are 2 issues but they seem to go hand in hand.
When an email is sent to the mailbox that ServiceDesk monitors it will grab the email, and then send a notification that a ticket has been created but the ticket # it provides is an old ticket number that has been used, and when we view the old ticket # the email that it grabbed wasn't added to that ticket, but it just seems the email goes into a void. I've searched to see if it had created another ticket and just notified me wrong but I have been unsuccessful at finding anything.
Second, when we reply to a user from within the ticket and they reply to that email and it goes to the monitored mailbox, the email is fetched from SD+, when are then notified a new ticket has been created with an old ticket # and then the reply is added to the original ticket that had been replied to.
I've bounced the services, reset up the fetch settings, not sure what else to do after this. I have included a support file just in case.
Please let me know if you need anything else.
Thank You