If the requestor is not present in the Track-It! lookup tables then it will add the Requestors email address to the requestors field in the WO. Track-It! does not have the ability to create the requestor if not present in the system.
Thanks for responding. When I try to email a request through to Track-It from an email address not linked with a registered requestor, I am getting an email reply with the following:
"We're sorry, your e-mail address was not recognized by the help desk, so your request for support could not be submitted."
I would be happy for the system to work the way you suggest (the request is logged but not linked to a specific requestor), but this doesn't seem to be happening.
Is there a setting that needs to be enabled for this (I've checked the admin/setup guides, and all the configuation options, but cannot find one)?
I should have mentioned I am using Track-It 20.18.02. There is an option similar to your first screenshot, but it is already set to not filter received emails. I cannot find an option similar to the second screenshot.
It certainly does appear like the first option is causing the problem, however. I will try to restart the server and see if things change.
On our server the Email Configuration tab/button always shows red, even when the service is running.
I am also unable to start/stop the mail processing service from the web interface. When I click the "Start Now" button under Email Monitor Settings, I receive an error: "Email Monitor Service start was not successful". In the server event log, I receive the following:
Log Name: Application
Date: 30/07/2018 9:48:51 AM
Event ID: 0
Task Category: None
The description for Event ID 0 from source NAMServerControl.dll cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.
If the event originated on another computer, the display information had to be saved with the event.
The following information was included with the event:
Service Controlling HTTP transaction failed with result code 404 via URL: http://8912SCH000SW001:80/trackitbr/servicecontrol.asp?mode=Set&name=state&service=TrackIt Mail Processor - TrackItBR&value=4
I am able to start the service manually, however every time I do I also receive this event:
Log Name: Application
Source: Application Error
Date: 30/07/2018 9:49:55 AM
Event ID: 1000
Task Category: (100)
Faulting application name: TrackIt Mail Processor - TrackItBR.exe, version: 18.104.22.168, time stamp: 0x5afe7680
Faulting module name: ntdll.dll, version: 6.3.9600.18895, time stamp: 0x5a4b127e
Exception code: 0xc0000374
Fault offset: 0x000e6214
Faulting process id: 0x1b38
Faulting application start time: 0x01d42795a1b01ede
Faulting application path: C:\Program Files (x86)\BMC\Track-It!\MBA\TrackIt Mail Processor - TrackItBR.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 17a9a90b-938a-11e8-80d7-00155d2c0b01
Faulting package full name:
Faulting package-relative application ID:
I believe this to be related to the error messages that users are getting when attempting to log jobs. I have confirmed that the Email Filter settings have been set to Not Filter based on email address, and this seems to work most of the time. At random times, even a registered Requestor will receive a return email stating that their email address could not be found by the help desk. This email also seems to come from the inbound email account, not the outbound account (which in our configuration is different).
Does anyone have a suggestion for what might be causing this issue?
I think you are probably going to need to contact tech support about this to do some troubleshooting. Support options can be found at support.trackit.com.
Turns out that there were two different issues present, and one of them was actually caused by a different piece of software.