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New Contributor

Emails set to support address not creating tickets

I have 2 services set up with the support address for each enabled. I also have a Google Form set to send an email to the services depending on how the questions in the form are answered and triggers and categories in Service Desk for further organization. However, suddenly today emails sent from the form no longer create new incidents in Service Desk.

I even sent them manually to see if the form was maybe the source of the issue but still no dice. Is there a problem with the support address not creating tickets?
6 REPLIES 6
LogMeIn Manager

Re: Emails set to support address not creating tickets

Hi Selam,

We're not aware of any issues currently, would you mind emailing the alias directly to see if it gets through? If it does not, we will most likely need to troubleshoot with you directly.
Glenn is a member of the LogMeIn Community Care Team.

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New Contributor

Re: Emails set to support address not creating tickets

Hi Glenn, thanks for the quick response. I did, it seems they are just delayed and taking a little longer than normal. They seem to be coming through now but it took around 20 - 30 minutes for the first ones to start arriving (both sent directly and auto-sent through the form).

Quick question, setting up triggers to set the category of the incident via the title wouldn't have any effect on that right? That's the only change I made from yesterday when the incidents got auto-created within ~5 min or less.
Active Contributor

Re: Emails set to support address not creating tickets

We have the same problem with our three services today. New cases do not get created when users use email and it is not possible to add comments to update open cases.
LogMeIn Manager

Re: Emails set to support address not creating tickets

Okay thank you. I am going to recommend that you both call our toll free support and work with one of our Reps so they can investigate: http://support.citrixonline.com/en_US/gotoassistremotesupport/phone 
Glenn is a member of the LogMeIn Community Care Team.

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Active Contributor

Re: Emails set to support address not creating tickets

Just to add another perspective to this, I've had no problems today. Tickets have been coming in as normal with no delay.

We also have a Google form set up. I tested that and email hit the service desk within a few seconds.

My guess is that it's probably an ISP or geographical issue that will sort itself out.

Good Luck
LogMeIn Manager

Re: Emails set to support address not creating tickets

Thanks for letting us know Jason.
Glenn is a member of the LogMeIn Community Care Team.

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