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Engaged Sweeper III
A user opened a ticket via portal. We have automated email response for new tickets. It failed:

An error occurred while processing the mail.

Reason: No email address found for the following user: (users name)

Same result when agent answers to ticket from portal.

His SMTP matches what we have in AD & M365 and user logs in succesfully using AD crendentials to Lansweeper.

Resolution: user was previously only a contact in Exchange for company we later bought and migrated their domains and emails. He had already opened tickets. Lansweeper doesn't automatically update information. From User Access & Roles it is possible to update/merge addresses, just hit the exclamation mark and accept.