Email sent to the Helpdesk email inbox does not create new incidents.
Several processes must succeed in order for an email to be received by the Helpdesk email inbox to create a new incident. The following describes how to troubleshoot these processes.
Part 1: Verify that an email inbox exists and is active
Part 2: Test the email inbox connection to the email server
Part 2a: Test Connection button fails due to incorrect Helpdesk email server configuration values
Part 2b: Test Connection button fails due to the Helpdesk server not being able to connect to the email server
As a test, set up Microsoft Outlook Express on the Helpdesk server. Use the same configuration values that were entered into the Helpdesk email inbox. Can Microsoft Outlook Express then connect and send and receive email to the email server? If not, then this issue is not caused by the Altiris Helpdesk software, but is an issue with the email server or network. Contact the email or network administrator for further assistance. Note: Using a web email client will not produce the same results and therefore should not be substituted for Microsoft Outlook Express for this test.
Part 3: Test the email inbox processing
Part 3a: Email inbox processing results in zero messages receivedIf no email was received, "Messages: 0" will appear. This indicates that the email server is not communicating to the email inbox. Contact the email administrator for further assistance who can analyze the email directly on the email server for issues.
Part 3b: Email inbox processing results in successful messages received
Part 4: Check the Altiris Service in Windows
KNOWN ISSUE: Helpdesk Notify Rule sends multiple e-mails
Configuring Helpdesk to use Microsoft Exchange 2007 results in the error "-ERR" when configuring an E-mail
General Troubleshooting steps for Helpdesk rules or tasks
Helpdesk notify rules are not sending email
Trying to configure a Helpdesk e-mail inbox results in -ERR errors
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