Environment
TeamDynamix
Issue
An email created a loop generating multiple tickets for the email.
Resolution
TeamDynamix Technicians: Route Ticket Loops from Email
- If a ticket is reported to be in a loop for a specific address.
- There is a ticket currently in a loop from a specific address(Requestor’s email address)
To determine which team can help resolve this loop reference the knowledge article: TeamDynamix Application Email Display Names: From, From-Display, Reply-To to view the list of custom From addresses mapped to the specific applications. Route the ticket to the appropriate application.
TeamDynamix Admins:
If you don’t know which TDX mailbox contains the email causing the loop, you will need to search within each TDX email monitor of your application.
- Copy the ticket number of one of the tickets that was generated
- Go to TDAdmin→Email→Email Monitors
- Open the specific email monitor for the mailbox/email causing the loop
- Click on the Log tab
- Enter the ticket number in the search bar
- Once the ticket is found in the specific email monitor, copy the email ID:
In the following example, the text (email ID) within the square brackets that is both bold and italicized is what you need to copy:
Created ticket [1709130] from email id [CAH0rstggrL5UVme_y29YrLv7t9VsrGLbxo3bXgJ3mXc40-kS1g@mail.gmail.com] with subject [Fwd: Broken link on website].
- Log into the TDX Google mailbox of that email monitor using the neighbor admin spreadsheet that has been shared with the mailbox app admins.
- In the search bar of the mailbox, enter Rfc822msgid:email ID, like this:
Rfc822msgid:CAH0rstggrL5UVme_y29YrLv7t9VsrGLbxo3bXgJ3mXc40-kS1g@mail.gmail.com
- Hit Enter
- This will bring up the specific email that created the ticket
- Open the email and confirm that it is the correct email
- If there IS an existing filter to move emails to the System Loops label:
- Go to the specific filter and click Edit
- Add the from email address or specific condition to the filter
- Click Continue
- Click Update filter
- If there is NOT an existing filter to move emails to the System Loops label:
- Click on the ellipsis by the reply button of the email found in step 9, and then click Filter messages like this
- Click Create Filter
- Check both Skip the Inbox (Archive it) and Apply the label System Loop
- Click the Create filter button
You can view all filters by going to the settings gear in top right corner and choosing See all settings→Filters and Blocked Addresses
Additional Information
Questions or need help with TeamDynamix? Submit a request ticket to the Service Management Team.
Need additional technical information or assistance? Submit a request here: ITS-TeamDynamix Support.