email stuck not being picked up in help desk

steelcase · **email stuck not being picked up in help desk -** 18-04-2007, 06:52 AM

I have an email that has an attachment. The attachment is of a type that was originally set in the help desk to not allow it. Thus the email did not get picked up and turned in to a ticket initially. Now I have changed the attachment settings to allow the type of attachment that is on the email. But the email still does not get picked up and turned into a ticket. Is there someway to tell the help desk to pick up the email now that I have changed the settings to allow it? I am wondering if the help desk has marked this email in some way and thus will not process it.

Thanks for your help.

supportskins · 18-04-2007, 07:23 AM

What happens if you run http://www.domain.com/path_to_suppor....php?_t=parser in your browser? Does it report any error? What is the size of the attachment?

steelcase · 18-04-2007, 06:04 PM

When I run the parser URL it does show 1 message as rejected. But I don't see any correlating message in the Parser log about the rejection. Shouldn't it log any rejection and give the reason?

steelcase · 18-04-2007, 06:06 PM

Also..will the help desk send a message to the email sender letting them know the email was rejected?

supportskins · 18-04-2007, 06:31 PM

What is the size of the attachment?

steelcase · 20-04-2007, 06:15 PM

I found the problem with the HD not accepting the ticket. There are two fields that control size. One is in the attachment settings and the other is the message size limit under "Settings->Mail Parser".

Do you know though whether a person will get any type of reply letting them know that they sent an email with an attachment that it too large? It looks to me like the email just stays in the inbox and the user has no knowledge of this.

thanks.

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steelcase Offline New Member Posts: 22 Join Date: Feb 2007 Location: Nashville, TN	18-04-2007, 06:04 PM When I run the parser URL it does show 1 message as rejected. But I don't see any correlating message in the Parser log about the rejection. Shouldn't it log any rejection and give the reason?

steelcase Offline New Member Posts: 22 Join Date: Feb 2007 Location: Nashville, TN	18-04-2007, 06:06 PM Also..will the help desk send a message to the email sender letting them know the email was rejected?

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	18-04-2007, 06:31 PM What is the size of the attachment? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/