Exchange 2007 server with Blackberry Ent. Server, also sends external mail through Postini service. We are trying to implement Spiceworks management, especially the help desk ticket system which is supposed to read emails from an inbox and create trouble tickets from them.
We have a working email setup for Spiceworks to talk to Exchange, incoming and outgoing, using the Exchange settings. However, when we send a ticket via email to the Spiceworks mailbox and have Spiceworks refresh tickets, we see the mailbox message go from inbox to deleted, but no ticket gets created. Spiceworks tech support says that based on the log files we've sent them, the ticket system is reading the message and not seeing a "From" address for whom the ticket can be created, so no ticket is made.
I'm including a section of the logs below from a conversation with tech support to see if anyone else can suggest what might be wrong with my Exchange configuration to cause this.
Spiceworks support has asked me to switch to IMAP and SMTP instead of Exchange connectivity, but I don't see how that's going to affect the message headers. I will also add that the guy who configured this server originally did a half-xxx job, so we're just thankful it mostly works in general. I also am having all kinds of problems with IMAP but that belongs in another question. Spreading the love and the points around.
I[10:40:04.73 e500d4] =====
Content-Type: multipart/mixed; boundary=mimepart_4da47254b2eac_b80272806a1c3
Content-Type: text/plain; charset=utf-8
Below is an example from another system that is sending notifications correctly:
I[16:33:25.86 aa5f6c] =====
Received: from Magnafix.aastvedt.lokal by Magnafix.aastvedt.lokal with mapi; Tue, 12 Apr 2011 16:33:10 +0200
Date: Tue, 12 Apr 2011 16:33:10 +0200
From: [email address]
To: [email address]
Subject: Test 11
Content-Type: multipart/mixed; boundary=mimepart_4da462b5d22f7_3003d52fb61c1
Thread-Topic: Test 11
Content-Type: text/html; charset=utf-8
This is the "message details" text from a recent attempt at the same thing:
Received: from EXCHANGE.mmi.local ([192.168.10.13]) by EXCHANGE.mmi.local
([192.168.10.13]) with mapi; Mon, 18 Apr 2011 21:20:49 -0500
Content-Type: application/ms-tnef; name="winmail.dat"
From: Shannon Testing <firstname.lastname@example.org>
To: IT <IT@mmiincorp.com>
CC: "email@example.com" <firstname.lastname@example.org>
Date: Mon, 18 Apr 2011 21:20:02 -0500
Subject: help desk ticket request
Thread-Topic: help desk ticket request
All the fields appear to be there so I'm trying to narrow down whether this is Exchange's fault or Spiceworks'.