TO address not visible in received e-mail

Problem reported by Roeland Buisman - 12/22/2017 at 1:47 PM

Not A Problem

When receiving a ticket, the TO address where the emailwas send to originally is not visible.

For example when we receive an email in copy the system shows our emailaddress as the to address, and not the real TO address, so we can never see where the email was send to, except when we open the RAW log file.

7 Replies

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Andrew Barker Replied

12/28/2017 at 2:20 PM

Employee Post

The Tickets in SmarterTrack don't show the email addresses that the emails were addressed to, but rather the addresses that each message originated from.

If you are referring to the incoming spool, the To column refers to the POP account from which the email was retrieved.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

Roeland Buisman Replied

12/28/2017 at 4:09 PM

hi Andrew, no i am referring to the to address. if someone sends an email to jam@gmail.com (which is not mine) with roeland@me.nl in cc field. it wont show the gmail address. which is quite important as i want to know to whom the message was send that i received in copy. smartertrack shows the address from the pop box as TO address. but that is not always correct. so it should be able to view also the real TO address.

Andrew Barker Replied

12/28/2017 at 4:52 PM

Employee Post

SmarterTrack only looks at the POP account address. It does not pull from header information. Attempting to pull from header information could potentially produce multiple results, making it difficult for SmarterTrack to identify the correct department.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

Roeland Buisman Replied

12/29/2017 at 1:21 AM

hi Andrew. I dont mean that smartertrack should do anything with it. but just show it

Roeland Buisman Replied

12/29/2017 at 3:17 AM

Hi Andrew, I just tried to make a visual from what I mean. Please download the following pucture:

https://drive.google.com/file/d/1HmvvPeHIzyD-2aL3RBpMFbUDxxsacPbU/view?usp=sharing

Roeland Buisman Replied

1/11/2018 at 5:43 PM

hi Andrew,
did you already have time to look at the pic please?

Andrew Barker Replied

1/12/2018 at 8:20 AM

Employee Post

Roeland,

I have reviewed your image. As previously stated, this is not a problem, but more of a feature request. You are welcome to submit your request for further consideration. If you chose to do so, I would recommend that you include the image that you provided above. Doing this will help us better keep track of the issue and help us gauge community interest.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

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