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Home Access Plus+ Thread, HAP Helpdesk confusion in Projects:; Hi @ nickbro , I am trying to set up the Helpdesk emailing and have come to a standstill. If ...
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    fairm010's Avatar
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    HAP Helpdesk confusion

    Hi @nickbro,

    I am trying to set up the Helpdesk emailing and have come to a standstill.

    If I log in as a test user and create a ticket I get "The parameter address cannot be an empty string. Parameter name: Address". This still logs the ticket, which is fine.

    If I log in as me and close the ticket the email goes to the test user saying i've closed the ticket, which is expected behaviour.

    Any ideas on this? Do I need to allow my helpdesk@xxx.xxx SendAs rights to all users? I'm so confused on this one.

    TIA

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    Check the firstline emails attribute in hapConfig
    HTML Code:
     <HelpDesk admins="CRI Network {MT},Domain Admins" firstlineemails="email@domain" provider="xml" priorities="Low, Normal, High" openstates="New, With IT, Investigating, User Attention Needed, With 1st Line Support, With 2nd Line Support, With 3rd Line Support, Item Ordered, Waiting" closedstates="Completed, Fixed, No Action Needed, Resolved, Timed Out, User Fixed" useropenstates="New, Updated" userclosedstates="Fixed, No Action Needed, Self Fixed" />
    You may need to also check that the user your are logging on as has the mail attribute filled out

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    fairm010's Avatar
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    Ohh, I only get this in my <helpdesk> section of my hapconfig.

    Code:
      <HelpDesk admins="Domain Admins" firstlineemails="" />
    Am I ok to copy and paste yours in and change it to my environment? I should add, this is a V9.7 install.

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    most of that is from the v10 upgrade. Just enter an email into the firstlineemails attribute

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    OK, I now get:

    Mailbox unavailable. The server response was 5.7.1 Client does not have permission to send as this sender.

    I know that I need to set SendAs in Office365 as I have for one user, my helpdesk account. Is there any way to grant SendAs to my all staff security group in O365?

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    fairm010's Avatar
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    All sorts of posts on the net about this like this:

    Sending An Email Via An Exchange Server - C&#35; | Dream.In.Code

    I'm stuck!

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    Hi Nick,

    Does HAP support TLS encryption? From what I can find O365 needs TLS to authenticate to send mail.

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    Enable SSL in the options

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    Hmm.. I have that enabled. Still getting that error. I can log a ticket as myself and it emails properly but when i create a ticket as someone else it throws that error.

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    Ok, must be an issue with admin rights, can you check you have the correct role assigned to you on office 365

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    Must my helpdesk account be an Office365 admin account? And what role should be assigned? Sorry about this nick!

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    I don't know, I don't use office 365, we're an exchange school

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    Ah ok, cheers Nick!

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    For anyone that needs this I gave up using office365 to relay my helpdesk email. I signed up for an account with ReachMail and it works flawlessly!

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    Quote Originally Posted by fairm010 View Post
    For anyone that needs this I gave up using office365 to relay my helpdesk email. I signed up for an account with ReachMail and it works flawlessly!
    Hi I'm having the same error message come up. When you say you used reachmail how did you mean? Did you put their details in the SMTP settings? If so what did you type?

    Thanks

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