Overview
Learn what it means when you encounter a proxied message alert within the Enterprise Service Management (ESM) system ticket feed and why it happens.
Proxies Message Alert
In the ticket feed, sometimes there are comments that come in via the ESM Email Service that are annotated with an alert.
For example the email body, and ticket feed usually contains a message similar to one of the following:
This message was proxied because the token was intended for <person1@alaska.edu> but the reply was from <person2@alaska.edu>. Further replies to this comment may no longer notify <person2@alaska.edu>.
This message was proxied because the email address <contact@example.com> was not found on any active Customer or User in the system. Further replies to this comment may no longer notify <contact@example.com>.
Important
From the perspective of the ESM system an external address is any email address, or alias, that is not associated with an account within the ESM People records.
What Does This Alert Mean?
This warning is not something to worry about, and can be ignored. This mainly occurs because the address that sent the reply email to ESM does not match the one that ESM sent the original outgoing message to.
Issue
Several actions occur when an individual responds to a ESM email notification with an email address that's not in the notify list and/or is an external address:
- The name that is associated with the reply in the ticket's feed will be UA Service Notify instead of the person's name.
This occurs when the ESM system:
- Cannot match the email address, or alias, of the sender to anyone in the notify list, or within the ESM people records.
- An external email address.
- The individual may not receive future email notifications from the ticket.
- When an external email address is used, the individual sending the reply will receive an email notification of their own reply.
Resolution
It is possible to prevent issue #1 and #2 above:
- An individual with a UA email address can be added as a contact on the ticket, or manually selected from the Notify field.
- For UA accounts avoid using email aliases in the Other Email Address field.
- Include the external email address in the Other Email Addresses field.
Note
Individuals/contacts external to the University of Alaska will always be proxied; however, adding their email address to the Other Email Addresses box will ensure they get notified of future replies to the comment thread.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management (ESM) form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.