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Titel
Sending Email to the SMA for Ticket Creation from a Unified Messaging System -
Beschreibung
The KACE Systems Management Appliance cannot typically receive and process emails from a default-configured unified messaging system, because many unified messaging systems use invalid sending addresses by default. This article discusses the problem and explains typical solutions. -
Ursache
Explanation
Typically, unified messaging systems are configured, by default, to send with a 'From' address such as 'user@123456789' or 'voicemail@somewhere'. These messages do not comply with RFC 2822 - which details the requirement for a valid sending domain.
The SMA performs sender verification on all inbound email in an effort to eliminate spoofed email and prevent flooding. This is typical of most mail servers. Sender verification requires:
- A valid sending domain. Example: user@domain.com
- Domain must be resolvable by the DNS server configured under SMA's Network Settings.
- The sending server (in this case, the unified messaging system) must have an MX record in the DNS domain for which it is sending email.
Example Successful Sender Verification Case
- Unified messaging system named 'messaging.domain.com' with IP 192.168.1.20 sends email to the SMA.
- The 'From' address is 'voicemail@domain.com'.
- DNS lookup for MX records for 'domain.com' shows an MX record with FQDN of 'messaging.domain.com' and IP 192.168.1.20.
- The SMA accepts the email and - if the queue configuration allows - it creates a ticket from the email.
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Lösung
Workarounds
One of the following workarounds may allow you to send unified messaging emails to your KACE Systems Management Appliance. These workarounds require environmental changes, and as such are outside the realm of the KACE Systems Management Appliance itself and support coverage.
1. Reconfigure the unified messaging system to send using a valid domain (as outlined in the Cause section).
In this scenario, the unified messaging system is reconfigured to send email using a valid sending domain with a resolvable MX record - per the explanation in the Cause section.
2. Route email from unified messaging to a mailbox on your mail server (e.g. Exchange).
In this scenario, email would be sent from the unified messaging system to a mailbox on a non-KACE mail server (e.g. Exchange). From there, the messages can be forwarded from the valid mailbox to the KACE Systems Management Appliance.
KACE cannot provide support for the workarounds outside the confines of the KACE SMA itself. As mentioned above, this validation is to avoid spoofed email and prevent flooding. This won't change on a future release of the SMA and one of the workarounds needs to be followed.