Email automation from ticket - not seeing emails sent in emails/activity

[Rory Campion]

We are trying to create an automation for off boarding that will email 3rd parties asking for accounts to be disabled/deleted etc when a user leaves.

Everything works and goes out to the correct people, but we would like the outgoing emails to log in the ticket so we have an audit, this doesn't happen though.

Have tried adding the mail handler email address to the BCC field and can see the emails in the associated mailbox - but they don't appear in the ticket.

Any ideas?

[Samuel Gatica _ServiceRocket_]

Hi @Rory Campion 

Would you mind sharing what automation you're currently working on? 

Best regard

Sam

[Rory Campion]

Sam can't really share specifics as it contains private email addresses, essentially though it's a manually triggered automation that sends 3-10 emails.

Each email goes to the vendor in the To field, our licence manager in the CC and the Service desk mailbox in the BCC.

Hope that makes sense

[Rory Campion]

Ok, can see the issue.

When sending via the automation the emails are being skipped, according to the mail handler they are being filtered as Bulk emails

[Samuel Gatica _ServiceRocket_]

Hi @Rory Campion 

Why don't you add this as a comment instead of sending an email to the same issue?

[Rory Campion]

Just removed the Bulk filter in the end as we have quite a few filters in place to pick these up anyway, now working