Spiceworks Email

[andy_d]

Hi,

 

I am struggling to find a definitive answer to the issue I am experiencing with Spiceworks.

 

The issue that I am experiencing is that Spiceworks does not seem to be receiving ticket updates sent via email.

 

It receives the tickets fine, and is sending replies, the issue is it just not receiving updates.

 

I feel like I have checked/tried everything... I even tried setting up a separate Google Account, instead of an Office 365 account, but that didn't make any difference.

 

I have tried both imap and Exchange settings, and that didn't change anything either.

 

Am I missing something really obvious?

 

I'm hoping I can get this resolved soon, as I really want to get the helpdesks live at our sites.

 

Many thanks in advance.

Edited May 3, 2018 by andy_d

[RJohnson91]

Are the updates in the mailbox of the account you're using to send them through to Spiceworks?

[andy_d]

They are.

 

That's the odd thing.

 

It's almost as if Spiceworks just isn't pulling them through for some reason.

 

I could understand if Spiceworks wasn't receiving any emails at all, as I'd assume something was just being blocked or incorrect with the config. But it's odd that the email tests complete okay and it receives the tickets okay, but not ticket updates...

[chazzy2501]

some kind of alias error? like it got an incorrect reply to?

[Steve21]

Does it show the updates on helpdesk just not emailing you? or aren't they pulling across at all?

 

Also can you open a ticket via email (or are you doing it via the portal currently?)

 

Steve

[andy_d]

Opening via email works fine.

It's not pulling them across at all.

[foofighterjim]

Hi @andy_d did you get any further with your issue?

 

Not the exact same issue but we have recently discovered that users aren't always getting updates we send out. We have been adding ourselves as CC'd users and can see that the updates only go out at random intervals, the updates always stick in the ticket but the users don't always get the reply to their mailbox. Now considering binning Spiceworks as I have just done a fresh install today and nothing seems to be going out

[andy_d]

Hi @foofighterjim

Unfortunately not, but I haven't had chance to have another look at it over the past couple of weeks.

I think I'd exhausted all possibilities anyway though...

I had the same issue at all of the schools I tried setting it up at, so I think I can rule out anything possibly being blocked, but I think I may setup a test server at home just to confirm this.

It's very odd, as Spiceworks used to be so simple to setup and it just worked... Now I haven't got a clue what its issue is.

I'm also considering alternative options, as we need something we can rely on and actually works...