TDX Global Support Email

Hi,

We had something odd happens with https://support.einsteinmed.edu/TDNext/Apps/2739/Tickets/TicketDet.aspx?TicketID=25154898.  

First, we are not sure how Jennifer Alexander got on this ticket.  She is not in TDX and doesn't appear to have been.

Second, what is Global Support Email, support123@einstemed.edu?  Our Exchange team doesn't have any record of this account.

Can you help?  We'd rather people didn't get these kinds of messages.

Asked by Sheila McBride on Thu 3/28/24 2:57 PM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Thu 3/28/24 3:10 PM

Hi Sheila, 

Chloe Roske CC'd Jennifer Alexander on her email reply, so that is why Jennifer was able to post to the ticket. You can also notice on Jennifers comment that there's a warning letting you know that her reply was proxied because there is no user or customer record for Jennifer. 

The TDX Global Support Email is the local TDUser which is used for your email monitors. You don't want that user to be able to notified because that can cause email loops, so that would be why it has an alert/notification email of a mailbox that doesn't actually exist.

Best,
Brittany Renn
TDX Support​​​​

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Thanks, Brittany. To be clear then, Jennifer did not get those emails? - Sheila McBride Thu 3/28/24 3:39 PM
She wasn't directly notified by anyone working the ticket, no. She was CC'd on the replies from Chloe Roske. - Brittany Renn Thu 3/28/24 3:42 PM
Okay. But what about support123@einsteinmed.edu. Is that just a placeholder because there no real email address? - Sheila McBride Thu 3/28/24 3:45 PM
Yes, it is a placeholder because the Alert/Notification email is a required field for the user but you don't actually want that user to be notified. - Brittany Renn Thu 3/28/24 3:46 PM
Perfect, thanks. - Sheila McBride Thu 3/28/24 3:47 PM