Weird Email Generation using Addresses that Don't Exist

Please see the following, but we got some strange email responses from an email address that doesn't exist in our system:

https://www.screencast.com/t/BV6ottTe

The ticketing application ID is:  430.

Any ideas where this is coming from?

Thanks, Tevis

Asked by Tevis Boulware on Tue 7/19/22 3:09 PM Last edited Tue 7/19/22 3:12 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 7/20/22 9:22 AM

Hello Tevis,

Unfortunately I don't think we have enough data in this post and video to formulate an accurate answer as to how this happened. Ideally we would need to see the actual email that was processed by your Production email replies monitor and created that new ticket, so we can inspect the email to try to see where it came from.

It is entirely possible that a ticket coming out of Sandbox had the same ID as one from Production, and if a *reply* to a Sandbox notification was accidentally sent to the Production replies monitor, that monitor could pick it up and apply it to the ticket in Prod that held the same ID. So in that scenario, it would carry all of the Sandbox related Reply-To info, but the Prod monitor processed it, found a matching ticket with the same ID, applied the response, and that resulted in a new ticket being created per your ticket closure settings.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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