Questions

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Emails that come into a TDX ticketing email monitor

We receive many emails that are sent to TDX ticketing monitored email accounts here, and thus become tickets. Often, the sending email account is NOT the user's Alert/Notification Email account, but is either their Alt Email account or their Pri...
1 Answer
Jon Ricketson Last activity on 12/1/2023 9:35:01 AM by Brittany Renn

Forwarded emails not being processed by email monitor

Hi folks,
Question on what you'd suggest for best practice on forwarded emails. We have our email monitors and our replies monitor as separate mailboxes. So, when users reply to an existing ticket that reply defaults to the reply address and...
1 Answer
Steve Aker Last activity on 10/2/2023 1:23:06 PM by Mark Sayers

E-mail Monitor 403

Currently seeing an error with email monitors that is preventing ticket creation for some emails. Not sure what is causing error.
Error encountered while attempting to process email. Platform Email Id: [AAkALgAAAAAAHYQDEapmEc2byACqAC-EWg0AmIH...
1 Answer
Percevial Murphy Last activity on 8/21/2023 3:44:01 PM by Brittany Renn

Clients sending help requests to the Replies email address

(We use GMail, BTW) From time to time, clients will send requests for help to the Replies email address. Since the message doesn't contain a token, the message isn't processed. The Replies monitor log had a message like this:
Error encou...
2 Answers
John Shearer Last activity on 8/11/2023 3:29:05 PM by Becky Klein

TDX 11.7 Release Downtime - Email Monitor

I wanted to ask if emails sent to email monitors during the TDX downtime will be held to generate tickets on the day of the 11.7 upgrade.
Thank you.
1 Answer
Anderson Hanchett Last activity on 5/1/2023 8:51:28 AM by Brittany Renn

Should we get a notification that an email monitor is not working?

We have a monitor on a mailbox where the password had expired (my fault, since corrected). It's not a commonly-used monitor, so no one noticed until someone checked the logs for unrelated reasons. Should we be seeing any sort of notice that the m...
1 Answer
Patrick LaFollette Last activity on 2/24/2023 11:59:04 AM by Mark Sayers

Auto Reply to Requester of Unsuccessful Email Replies

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...
1 Answer
Damon Stennett Last activity on 2/13/2023 4:53:02 PM by Mark Sayers

Configuring OAuth for Email Monitor

Hello:
I am attempting to test the setup of Microsoft OAuth with our email monitor, but whenever I select the MS OAuth Email Auth Account, and attempt to save, we receive the error message as seen in attached 2022-09-21_17-14-18.png. We have ...
1 Answer
Anderson Hanchett Last activity on 9/22/2022 10:28:54 AM by Mark Sayers

Automation Rule that Parses Through Ticket Description

Would there be a way to create an automation rule or email monitor rule that parses through ticket descriptions (email bodies) to obtain a specific number or string?
We are using an asset management platform that automatically sends emails to...
1 Answer
Anderson Hanchett Last activity on 8/23/2022 4:27:32 PM by Mark Sayers

Can you attach an email using the Email Monitor

Hi folks,
Is there a way to configure an Email Monitor rule so that the email message itself is attached to the created ticket? I understand we can configure the rule to attach an email attachments to the ticket, but we would like to attach t...
2 Answers
Erin Tramble Last activity on 4/22/2022 11:51:57 AM by Erin Tramble

Emil monitor not reading folders

Our business process used multiple email entry points (legacy reasons), so until we transition to a forms-only entry system we've created a single email address that interfaces with TDX. The plethora (100+) of other addresses redirect into this s...
1 Answer
Ryan Upton Last activity on 4/13/2022 9:32:31 AM by Mark Sayers

email monitor error

Hello,
Some of our email monitors are getting the following error consistently since yesterday:
Unable to initialize drain operation for email monitor [<monitorID>]. Drain will be attempted on the next cycle.
I searched the know...
1 Answer
Pamela Jordan Last activity on 11/5/2021 9:10:31 AM by Mark Sayers

Email monitor attachment error

Hello
I'm seeing an error in an email monitor that I'm not sure how to decipher. The attachment is a 1M, 500+ page PDF. Other attachments seem to be processing fine. This issue has only been happening the past couple of weeks. Would this ...
1 Answer
Pamela Jordan Last activity on 10/22/2021 11:21:54 AM by Mark Sayers

Error when creating an email monitor (Object reference not set to an instance of an object"

We have several email monitors that work fine. But, yesterday I tried creating a new one but an getting the error "Object reference not set to an instance of an object" when I try to save the monitor (this is true whether or not I try ...
2 Answers
Arlen Strader Last activity on 5/25/2022 3:33:23 PM by Arthur Koziol

Email Monitor exclusion

We have built email monitors for our different ticketing applications recently. One of our clients wants another email monitor to be configured, but wants to know if certain subject lines/rules can be created to exclude certain emails? I'm only s...
1 Answer
Gabriela Barragan Last activity on 6/22/2021 9:49:09 AM by Mark Sayers

Unsupported Email Monitoring Service Attachments

Hello!
We have users who are attempting to submit an audio file that is currently not supported by the TD Email Monitoring Service Attachments, Apple's .m4a. With this in mind, a handful of questions arise on potentially missing attachments: ...
1 Answer
Kendall Johnson Last activity on 1/14/2021 9:23:50 AM by Mark Sayers

Email Reply Address / Display Name

We're in the process of implementing TeamDynamix for our IT services, and we've already received a request to expand to other campus services (outside of IT). I configured our email replies to come from helpdesk-replies@ourschool.edu. This was f...
1 Answer
John Anderson Last activity on 12/17/2020 3:11:31 PM by Richard Atkins

Error when activating an email monitor

Hello, I'm setting up a new email monitor but I am running into this error message:
Could not log in to server. Please check to make sure your username and password are correct.
This is happening for a new email monitor auth account. I'm ...
2 Answers
Stacey Marriott Last activity on 11/30/2020 4:27:35 PM by Stacey Marriott

Email Monitor and Automation Rules

Hopefully someone can give me a quick refresh on this area.
I just setup an additional email monitor on an email address and found that the result was a ticket assigned to a different group than defined on the email monitor because an automat...
1 Answer
Kevin Beattie Last activity on 9/21/2020 9:25:17 AM by Caitlin Baer

Email Monitor Profile Could Not Be Activated

I'm trying to activate my email monitor for my ticket application but I keep on getting the following:

I am trying to use an email that is on our on-prem Exchange server and has IMAP enabled and am currently testing an O365 email. I hav...
1 Answer
Dan Olivas Last activity on 7/24/2020 12:03:26 PM by Mark Sayers

Email monitor and excess blank spaces in "Description" for converted tickets

Hi, we get a lot of blank spaces in the emails that are submitted via email monitor. This makes readability of email-submitted tickets a challenge, and extra clean up for our technicians. Is there anything that we can do to eliminate extra spaces...
1 Answer
Peter Mosinskis Last activity on 6/16/2020 2:49:21 PM by Mark Sayers

converting support center emails into tickets

My TDX system is setup using one email address for both email monitoring and reply monitoring. However, we aren't currently taking in requests via email (even though the monitor is configured) - emails without a reply token are moved into the &qu...
1 Answer
Becky Klein Last activity on 4/20/2020 10:50:21 AM by Mark Sayers

Trigger workflow from Email Automation Rules?

Is there a way to trigger a workflow to kick off from an email automation rule?
For example, I would like to notify users who submit tickets by email (notify only those users) with a separate email message to remind them that they'll get fas...
2 Answers
Peter Mosinskis Last activity on 1/31/2020 4:58:48 PM by Peter Mosinskis

creating new contacts

Hi there,
We turned on the 'Enable Requestor Creation' switch on our email monitor rule in one of our ticket systems.
Yesterday we got an email from a person with email 'anjali.ukrani@uwdeca.com'. But this person was in our identity mana...
1 Answer
Joe Allen Last activity on 11/7/2019 3:55:05 PM by Matt Sayers

Email monitoring question

One problem we are encountering with email monitoring is that other people copied on the original email are lost in Team Dynamix. Is there any way to capture this information in the ticket from email monitoring ?
1 Answer
Joe Allen Last activity on 10/2/2019 4:43:47 PM by Mark Sayers