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.

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

  

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