Miscellaneous

Hello,

We have a ticket queue set up for one of our departments and it seems that emails from an online form are creating empty tickets after updating our SMA from 12.0.149 to 12.1.168. The form creates a table with the filled out fields and embeds it into the email. The email flow from there is as follows:

1. Form on website is filled out and sent to queue@domain.com,

2. Email filter scans message, sends to Exchange,

3. Exchange adds [EXTERNAL] text to the subject line, and adds queue@k1k.domain.com to recipients list,

4. Message is received in full as expected to queue@domain.com, but creates an empty ticket in the ticket queue.

I have done some troubleshooting already, but not sure where to go from here:

-Message with table forwarded from queue@domain.com to user@domain.com, and then forwarded from user@domain.com to queue@domain.com/queue@k1k.domain.com creates a ticket with the embedded table as expected

-Message with table forwarded from queue@domain.com to user@external.com, and then forwarded from user@external.com to queue@domain.com/queue@k1k.domain.com creates a ticket with the embedded table as expected

-Email filter isn't removing the table because it is delivered to queue@domain.com as expected

-KACE isn't removing the table if sent from someone who is not the online form

So I'm thinking this issue lies with the KACE user, but I cannot see anything in their information that is different than the user@external.com user.