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bthayer0925
Engaged Sweeper II

Our IT team is being asked to investigate the possibility of auto generating tickets whenever a submission is sent from our company website's contact us page. We do not directly manage the website or the web form but do manage the email accounts the form sends from and to.

I'm thinking it might be possible to have the form send to an email address setup specifically to forward to our helpdesk ticket creation email to avoid an infinite loop of ticket creation, but I'd be interested to know if anyone else has tried something similar, and if so how you went about it?

1 ACCEPTED SOLUTION
FrankSc
Lansweeper Tech Support
Lansweeper Tech Support

Hello bthayer0925,
You could set up a second email account for that. That should work.

To prevent loops, make sure that there are no auto-responses and send back the mail address that is set up for new incoming mails. 
Make sure that the email address is not one of your users. But that is blocked normally

View solution in original post

2 REPLIES 2
bthayer0925
Engaged Sweeper II

Hello FrankSc,

I appreciate the response. That is exactly what we ended up doing. I setup the second account to only forward emails from the form group, so that the ticket creation email from the helpdesk doesn't get forwarded back to the helpdesk to avoid that loop. Now that it's setup we've gotten a few form submissions that converted into tickets exactly how we wanted them to.

FrankSc
Lansweeper Tech Support
Lansweeper Tech Support

Hello bthayer0925,
You could set up a second email account for that. That should work.

To prevent loops, make sure that there are no auto-responses and send back the mail address that is set up for new incoming mails. 
Make sure that the email address is not one of your users. But that is blocked normally

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