Block ticket creation for bounce back/automatic replies in BMS.

Question: How do we set up BMS to ignore and not create a ticket for a bounce-back message or automatic replies?

Resolution: The emails ids or keyword filters from the email can be set to be blacklist in the parser settings under Admin > Service Desk > Email Parser.

2018-05-20_20_08_07-Kaseya_Test_-_Email_Parser.png

Note: The Black List tab will allow you to add email addresses to be blocked, any emails received from this list address will be ignored and a ticket will not be created.

  • Additionally, the Black List Keywords tab allows you to add keywords like "Undeliverable".
  • Parser will then prevent creating the ticket if these keywords are present in an email's Title or its Details.
  • Logs for blacklists are stored in the database.

2018-05-20_20_07_14-Kaseya_Test_-_Email_Parser.png

  

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