Mail in ignore

[dop]

Hello,

We are sending an automatich email whit microsoft flow from office 365 this mail wil be send when a new item of a sharepoint list is created. This mail is send from a shared mailbox which happend to be the same as the mailbox we use for lanseeper helpdesk.

This way a users filles in a a form on sharepoint and it lansweeper recives the results in a ticket.

But, this mail can't be recived by lansweeper. It keep going to the helpdesk_ignore folder in the mailbox. No ticket is created also no "ignored" ticket is created.

It looks like lansweeper see's it as a "automatic reply on reply mail" and moving it ignore folder.


does anyone know how to fix this?

Thanks

[td1020]

Does email from outside the organization process, or is it ignored.

I've tested with my Gmail account. They are being removed from the inbox and placed into the Ignore folder.

Is a different smtp domain that does not match Lansweeper's domain another criteria?

[Obi_1_Cinobi]

Emails get sent to the helpdesk_ignore folder when they meet one of the following criteria:

• If it matches a "reject" or "ignore" setting under Configuration\Email Settings, the Incoming Mail section.
  
• If the Lansweeper service detects the mail as being sent from your helpdesk email address to itself. For instance when the senders' email is an alias of the helpdesk email address. This is set up this way to prevent e-mail loops which would create a flood of unwanted tickets.

So, seeing as your emails are sent from the same mailbox as the mailbox that you are using for your Lansweeper helpdesk, you match the second criterium.

It's not allowed to do this, as you will create a situation where the helpdesk starts replying to itself in a loop. As such, we would recommend creating a separate, dedicated email account for the Lansweeper helpdesk.