FW: in subject of email not creating ticket

[CaroleEGCU]

We have several staff who FW: emails to helpdesk. If they don't remove the FW: from the subject, the ticket is not created. Is there a way to create the ticket when there is a FW: or RE: in the subject line?

[CaroleEGCU]

It appears that emails are now creating tickets with FW: or RE: in the subject. Not sure what resolved this.

[CaroleEGCU]

I checked the folder and there are no emails in that folder.

[Esben_D]

You could take a look in your mailbox and see what folder the email goes into. It's important to know if the email arrives or gets moved to the Helpdesk_ignore folder.

[CaroleEGCU]

Thanks for the info, however, there are no filter rules setup.

[Esben_D]

This might be related to settings you've set in Lansweeper. Take a look at your incoming mail settings in Configuration\E-mail settings. Maybe one of the filter rules is preventing the emails from being imported.