Emails do not create or update tickets on Service Desk Manager and they are stored under mail_unknown folder.

Document ID : KB000045825
Last Modified Date : 14/02/2018
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Question:

Incoming Emails do not create or update tickets on Service Desk Manager and they are stored under \site\mail_unknown folder.

Why are they stored in the mail_unknown folder?

 

Answer:

An incoming email is filtered by Mailbox Rules.

If 'Save Unknown Emails' option is set to "Yes" on a Mailbox setting, and the email is not processed due to the following, it will be stored in (Service Desk)/site/mail_unknown folder.

 

Save_Unknown_folder.jpg

 

e.g.

* The email does not meet the defined Mailbox rules.

* The email has a wrong format or character set.

* You set 'Action' to "Ignore email" or "Ignore email and Reply" in the Mailbox Rule and the email meets the Rule.

Action.jpg

 

* Also, if the option 'Allow Anonymous' is not checked on the Mailbox setting and the email is sent out from a contact with an email address that does not exist in Service Desk Manager, it will be moved to the mail_unknown folder too.

Allow_Anonymous.jpg

 

Additional Information:

Use the Default Mailbox or Create a Mailbox:
https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox

Fixed Issues - 14.1.03
https://docops.ca.com/ca-service-management/14-1/en/release-information/what-s-new-in-this-release/ca-service-management-release-14-1-03-enhancements/fixed-issues-14-1-03

USRD #3483
Title:  SAVING EMAILS FROM UNKNOWN SENDERS
https://support.ca.com/irj/portal/kbproblem?productcd=USRD&problemnbr=3483

TEC1865658: How to add a mailbox rule that matches all incoming emails

TEC1945266: How to enable incoming emails update tickets, though the email address is not in SDM repository?