It is very common for users to report an issue in which e-mail notifications from Track-It! appear to be coming from some user's e-mail address rather than the e-mail address configured in the Administration Console.
This occurs when the "Use E-mail Monitor Address for e-mail" option is enabled in the E-mail Monitor policies.
The purpose of this option is to send Track-It! notifications FROM the address where the original e-mail was sent, rather than from the address in the Administration Console. The "Use E-mail Monitor Address for e-mail" option should ONLY be enabled in environments where it is necessary to have multiple help desk e-mail addresses that are forwarded to the main E-mail Monitor inbox. Even then, the option should only be enabled if it is absolutely necessary to have notification e-mails appear to come from the address to which e-mails were originally sent.
Problems occur when the option is enabled if a user sends an e-mail to multiple addresses, one of which is their respective help desk e-mail address. When the notifications are sent back to the user, they may appear to come from any one of the e-mail addresses that were included in the TO field (usually the first address in the TO field).
- A company has deemed it necessary to have 2 help desk e-mail addresses (firstname.lastname@example.org and email@example.com, both of which forward to the main E-mail Monitor inbox).
- The "Use E-mail Monitor Address for e-mail" option is enabled in the E-mail Monitor policies.
- A user in facilities sends an issue to firstname.lastname@example.org, email@example.com, and firstname.lastname@example.org.
Again, the option is designed to send e-mails FROM the address that was originally included in the TO field. When multiple addresses are included, the system is unable to determine which e-mail address to use for the FROM address. If this is occurring, the recommendation is to disable the option in the E-mail Monitor policies.