"Your Email Could Not Be Processed" Messages from AutoTask
There are (at least) two reasons a note sender can receive this message from Autotask.
Non-existent ticket number
In Autotask, if there is a non-existent ticket number in the subject of an email going to an Email Processing inbox that has the Ticket tab disabled, the AT email handling sends a reply saying the email can't be processed. This is because there is no ticket to add a ticket note to.
(AT does not provide a way to control the contents or the recipient of this message.)
If the message comes from our forms setup, the sending address is Roberta's address. Roberta has a forward set up in Microsoft rules to forward this email to
office@geekgirlsit.com.
Ticket Note Tab is Not Enabled on Email Processing Mailbox in Autotask.
This error can also occur if the email went to an Autotask Email Processing Mailbox that does not have Ticket Note enabled. If it's not enabled, the AT mailbox will not process notes for existing tickets. Advise Roberta of the ticket number on which this occurred so she can fix the mailbox issue.
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