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SD - Non-deliverable email - Ticket solver no longer has valid e-mail address - Infinite loop of emails from mail server

This article is about product releases

ALVAO Service Desk 10.0 and higher

Symptoms

New e-mail message is delivered into existing ticket. Solver of that ticket has invalid email address and is not deleted or disabled in the system. This combination will emulate infinite loop between SD and Mail server.

Cause

The cause is a bug in ALVAO products.

Solution

Fixed in release 11.1.2270 - 11.1/SP1 FIX8 (2024-01-04)

Workaround

Remove email address for those users or remove/disable them in the SD.

Steps to reproduce this behavior

Attachments

Issue number

T151628ALVAO

 

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