![dledger dledger](https://community.lansweeper.com/html/assets/User_Avatar.png)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-16-2018 09:25 PM
Would anyone know why a voicemail from a company phone creates a ticket but a voicemail from an outside caller does not? Any suggestions on how to fix this?
Solved! Go to Solution.
- Labels:
-
General Discussion
![dledger dledger](https://community.lansweeper.com/html/assets/User_Avatar.png)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-08-2018 08:55 PM
Scottydogg wrote:dledger wrote:Scottydogg wrote:
Is there a rule set up in the email account?
The only Rule in the Email is the one I just created to forward all the tickets that come in with Voice Mail in the subject to forward to me. Then I created a rule in my email to forward those emails back to helpdesk. That changes the "FROM" to me instead of the phone number. Then Lansweeper opens the ticket just fine.
I did open a ticket with Lansweeper and they are working with us to debug the program.
Have you had any issues with replies to the ticket causing any bounce back emails? I have our voicemail emailing ithelpdesk directly. Tickets are created no problem. The problem arises when the ticket is closed. It wants to send a "closed" reply to the sender, which is a voicemail account with no email account tied to it. I have created a new service account for the voicemail that will forward all messages to ithelpdesk, but I'm concerned about the closing emails being sent back to that account and forwarded to ithelpdesk again and a new ticket being created. Basically a helpdesk ticket storm.
Not with the Voicemail system. FYI, Lansweeeper support analyzed our logs and determined that the Lansweeper software is not letting the emails through if it does not have a "valid" email address in the FROM:. They are going to add "FROM: phone numbers" as a future feature request.
![Scottydogg Scottydogg](https://community.lansweeper.com/legacyfs/online/forums_avatars/12335.jpg)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-05-2018 04:28 PM
![dledger dledger](https://community.lansweeper.com/html/assets/User_Avatar.png)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-05-2018 04:41 PM
Scottydogg wrote:
Is there a rule set up in the email account?
The only Rule in the Email is the one I just created to forward all the tickets that come in with Voice Mail in the subject to forward to me. Then I created a rule in my email to forward those emails back to helpdesk. That changes the "FROM" to me instead of the phone number. Then Lansweeper opens the ticket just fine.
I did open a ticket with Lansweeper and they are working with us to debug the program.
![Scottydogg Scottydogg](https://community.lansweeper.com/legacyfs/online/forums_avatars/12335.jpg)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-05-2018 05:36 PM
dledger wrote:Scottydogg wrote:
Is there a rule set up in the email account?
The only Rule in the Email is the one I just created to forward all the tickets that come in with Voice Mail in the subject to forward to me. Then I created a rule in my email to forward those emails back to helpdesk. That changes the "FROM" to me instead of the phone number. Then Lansweeper opens the ticket just fine.
I did open a ticket with Lansweeper and they are working with us to debug the program.
Have you had any issues with replies to the ticket causing any bounce back emails? I have our voicemail emailing ithelpdesk directly. Tickets are created no problem. The problem arises when the ticket is closed. It wants to send a "closed" reply to the sender, which is a voicemail account with no email account tied to it. I have created a new service account for the voicemail that will forward all messages to ithelpdesk, but I'm concerned about the closing emails being sent back to that account and forwarded to ithelpdesk again and a new ticket being created. Basically a helpdesk ticket storm.
![dledger dledger](https://community.lansweeper.com/html/assets/User_Avatar.png)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-08-2018 08:55 PM
Scottydogg wrote:dledger wrote:Scottydogg wrote:
Is there a rule set up in the email account?
The only Rule in the Email is the one I just created to forward all the tickets that come in with Voice Mail in the subject to forward to me. Then I created a rule in my email to forward those emails back to helpdesk. That changes the "FROM" to me instead of the phone number. Then Lansweeper opens the ticket just fine.
I did open a ticket with Lansweeper and they are working with us to debug the program.
Have you had any issues with replies to the ticket causing any bounce back emails? I have our voicemail emailing ithelpdesk directly. Tickets are created no problem. The problem arises when the ticket is closed. It wants to send a "closed" reply to the sender, which is a voicemail account with no email account tied to it. I have created a new service account for the voicemail that will forward all messages to ithelpdesk, but I'm concerned about the closing emails being sent back to that account and forwarded to ithelpdesk again and a new ticket being created. Basically a helpdesk ticket storm.
Not with the Voicemail system. FYI, Lansweeeper support analyzed our logs and determined that the Lansweeper software is not letting the emails through if it does not have a "valid" email address in the FROM:. They are going to add "FROM: phone numbers" as a future feature request.
![Scottydogg Scottydogg](https://community.lansweeper.com/legacyfs/online/forums_avatars/12335.jpg)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-02-2018 04:51 PM
![Esben_D Esben_D](https://community.lansweeper.com/legacyfs/online/forums_avatars/14060.png)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-02-2018 04:46 PM
If the sender is just a number, and there is no email address, than I could see that causing the issue. What you could always to is setup an auto-forward on a second email address, and just forward all the emails from the second email address to the helpdesk one.
![dledger dledger](https://community.lansweeper.com/html/assets/User_Avatar.png)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-02-2018 06:41 PM
Charles.X wrote:
So there is no actual email address linked to the sender of the email?
If the sender is just a number, and there is no email address, than I could see that causing the issue. What you could always to is setup an auto-forward on a second email address, and just forward all the emails from the second email address to the helpdesk one.
I am going to try that. I am setting up a rule in the ITHelpdesk email box to forward emails where the sender is a phone number to my email. Then I will set a rule up in mine to bounce it right back. (That does work if I do it manually)
![Scottydogg Scottydogg](https://community.lansweeper.com/legacyfs/online/forums_avatars/12335.jpg)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-02-2018 03:07 PM
![dledger dledger](https://community.lansweeper.com/html/assets/User_Avatar.png)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-01-2018 02:24 PM
FROM: +16165551111
SENT: Wednesday 2/28/2018
TO: ITHelpdesk
SUBJECT: Voice Mail (8 seconds)
Lansweeper is automatically moving these emails to the helpdesk_ignore. If I take that same email and change the FROM by forwarding it to myself and then sending it back to helpdesk it creates the ticket fine. Something is triggering Lansweeper to automatically ignore email that has a phone number as FROM: I checked all of the ignore rules and we have nothing enabled. No ignore rules at all. Any idea's
![](/skins/images/99C55DEA87BDD7EE44074014A1B9F92F/responsive_peak/images/icon_anonymous_message.png)