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Can you remove the kboxname from service desk emails (smtp server name)?

After starting a migration to M365 Exchange Online, we find that once a user is migrated, they do not get emails from the KACE servicedesk.  They all goto junk.  After much research, the problem stems from the kboxname being in the email address.  For exmple: kboxname.company-name.com.  It's been a long time since we initially setup the SMA.  How do I get the kboxname out of the emails?  I cant find somewhere to set this.  It almost looks like it happens automatically.


Thanks


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Answers (6)

Answer Summary:
Posted by: wakeside917 1 month ago
Yellow Belt
1

Top Answer

This has been resolved.  Many thanks and much respect for Janeth Yao from Quest support for helping with this.

Posted by: KevinG 1 month ago
Red Belt
0
Enter an Alternate Email Address in the service desk queue email settings page.
Email notifications sent from the service desk queue will use the queue email address for the FROM: field unless an Alternate Email Address is defined.

Posted by: wakeside917 1 month ago
Yellow Belt
0

I do.  It was already there.  


I have ticket.helpdesk in the email address field (@kboxname.company-name.com right under that field.

I have ticket.helpdesk@company-name.com in the Alternate Email address.  


Yet if it check the email headers of the service desk emails, I still get kboxname.company-name.com in the email.

Posted by: KevinG 1 month ago
Red Belt
0

What version of the SMA?
Did you contact support? if so, what is the service ticket number?

Posted by: wakeside917 1 month ago
Yellow Belt
0

12.0.150


I did open a ticket.  


5119766

Posted by: KevinG 1 month ago
Red Belt
0

Can you retrieve the kbin from this KB to collect all the logs related to the email settings?

https://support.quest.com/kace-systems-management-appliance/kb/189044/how-to-run-the-kace-systems-management-appliance-email-configuration-report


Please attach the tar file to the support ticket.
Thanks

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