Mail manager has option when mapping an inbound email to a process which allows a mail to be sent back on the creation/update of an incoming email. That is often turned on to allow the process to control such emails and give better formatting, but if you have that area still turned on, that might be something to look at. Just a thought.
We do have that feature turned on (auto-reply saying Thanks for contacting...) but these particular users are calling the Help Desk, where the staff open the incident with the caller as the raise user. After the ticket is saved by the Help Desk staff, the process again generates the "Thanks for contacting" email, even though the End User record for the caller does not have a valid email address, and we've set the tps_notify_method to '0' or '1'.
The vendor/consultant delivered script:
/****** Object: StoredProcedure [dbo].[sp_setNotificationForNullEmail] Script Date: 10/20/2010 08:32:22 ******/
-- Author: Vendor provided
-- Create date: 11/16/2009
-- Description: clear out the mail queues
procedure [dbo].[sp_setNotificationForNullEmail] AS
tps_user set tps_notify_method = 0 where tps_email_address is NULL and tps_deleted = 0
Obviously it has a cut/paste comment from another script. Reading in the community found the suggestion to set the method to '1', but that has not changed the behavior as expected.
From your reply to the original question, I think you're saying that the answer is in a process somewhere, but since our organization is brand-spanking new to LANDesk, we are not very familiar with the Process Designer yet. Where in the Process Designer, when I look at the "Add Reminder" box, would I find the logic that refers to the tps_notify_method?
Personally I'd 'ask' whoever did you're implementation to sort this out for you. But the two main places where emails are sent in a process are the assignment arrows (grey) and reminders, so have a look in those. There is also a comprehensive gudie to email in LANDesk that popped up on this forum a few days back, but I'm blowed if I can find it. If the emails are not actually going out, I guess you might think of this as a harmless annoyance. Not ideal, but ....
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What version are you running there? I believe what you're seeing is problem 3515 which was fixed in version 7.3.1.
Dave, the document you saw is here: Service Desk Notifications/Outbound Mail Technical Architecture Guide (although it doesn't mention this issue because it was already fixed in a previous version).
Thanks for the help & followup. We're running 7.3.2, by the way.
That's odd, could I ask you to log this with your Support provider if you haven't already and we'll get it properly investigated.