Service Desk can automatically add email addresses to ticket CC List fields when tickets are submitted or updated through email. However, some addresses, such as distribution lists and general company email addresses, should not be added automatically because they increase unnecessary email traffic. To prevent Service Desk from adding unwanted email addresses, you can specify the email addresses you want to exclude.
NOTE: The email addresses associated with Service Desk queues are never automatically added to ticket CC List fields, because sending messages to these addresses could result in new tickets being opened inadvertently. You do not need to add these addresses to the exclusion list. |
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a. |
Log in to the K1000 Administrator Console, http://K1000_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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c. |
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In the Inbound Email section, click Define System Email Exclusion List to display the Define System Email Exclusion List page. |
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When tickets are submitted or updated through email, Service Desk sends ticket notifications to respective parties. However, if one or more users who receive such email reply with an automated Out of Office response, Service Desk reacts with another ticket update and yet another email notification, potentially causing an infinite email loop.
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
a. |
In the Inbound Email section, in the Ignore emails with following text in the subject field, type the words that you want to detect. You can specify multiple entries, using a semi-colon as a separator. For example: Out of Office;Mail Delivery Failure. |
To disable this restriction, you can set to a high number such as 99999. |
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If the Organization component is enabled on your appliance, you can create and manage separate organizations, with separate inventory and settings, to meet your business needs.
TIP: If the Organization component is enabled on your appliance, but you do not see the drop-down list in the top-right corner of the Administrator Console next to the login information, there are two possibilities: Either fast switching is not enabled, or your user role does not have permission to manage organizations.
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For example, in a school environment, you could create one organization for teachers and another organization for students. You could then automatically assign managed devices to each organization and manage them separately. Further, you could assign organization-specific roles to administrators and users to control their access to the K1000 Administrator Console and User Console. Administrators in one organization would not need to view the devices and inventory items in the other organization. You can add up to 50 organizations on a single K1000 appliance.
For information about configuring general organization settings for the appliance, see Configure appliance General Settings with the Organization component enabled.
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