TeamDynamix - Proxy Email Address Error

Table of Contents

• Overview
• Cause
• Solutions
  • Customer solutions
  • Technician mitigation
  • Exceptions

 Overview

You may see an error message in the feed of a TeamDynamix ticket similar to one of the following:

Message 1

Posted By: Mike XXXXXX <mike.XXXXXX@ag.tamu.edu>
This message was proxied because the email address <mike.XXXXXX@ag.tamu.edu> was not found on any active Customer or User in the system. Further replies to this comment may no longer notify <mike.XXXXXX@ag.tamu.edu>.

This message occurs when the email address a reply to a TDX notification was sent from doesn't match the email address in the customer's TDX account.

Message 2

Posted By: Wayne XXXXXX <wayneXXXXXX@tamu.edu>
This message was proxied because the token was intended for <wayneXXXXXX@exchange.tamu.edu> but the reply was from <wayneXXXXXX@tamu.edu>. Further replies to this comment may no longer notify <wayneXXXXXX@tamu.edu>.

This message occurs when a reply to a TDX notification was sent from an email address other than the address the notification was originally sent to (the second error).

 Cause

Texas A&M students, faculty, and staff are entered into TeamDynamix using their NetID@tamu.edu email address. When a TDX ticket is created by a support technician or automated process, this is the address that gets used and where notifications are sent to. However, tickets that are created by emailing a support email address (such as helpdesk@tamu.edu) will be created using the customer's ending email address which may be different than NetID@tamu.edu. In these cases, a reply to a notification sent to the customer's address will result in the first error message. If the customer sends email from an address other than NetID@tamu.edu and replies to a notification sent tot heir NetID@tamu.edu address, the second error message will occur.

 Solutions

Both of these errors can be safely ignored; however, both errors can potentially be corrected by the customer or mitigated by the technician sending the notification if the customer is a student, faculty, or staff member with a Texas A&M email account. Tickets opened by email from a customer email address outside of Texas A&M will always contain the first error message.

 Customer solutions

The customer can eliminate both of these errors by sending email from their NetID@tamu.edu email address.

1. Log into https://gateway.tamu.edu using your NetID and password.
2. Go to Email Settings -> Change or Add Email if you are not already taken to the Published Email Address page.
3. Make sure that your NetID@tamu.edu address is selected in both the Published Address in the Campus Directory and Published Address in Texas A&M Exchange Email boxes.
4. Click the Change published email button if you had to make any adjustments.

TAMU employees should also verify that the email address listed in Workday under their Work Contact Information matches their Published Address in Gateway. Instructions to verify or update your work contact information, including your email address, is available in our knowledge base.

 Technician mitigation

When sending notifications, technicians should always select the "Requestor" option from the notification box. Selecting the "Requestor - Alternate Email" option will send the notification to their NetID@exchange.tamu.edu address and potentially cause the second error message.

 Exceptions

Some groups within Texas A&M have policies in place requiring their employees to use a departmental email address such as mays.tamu.edu, ag.tamu.edu, etc. In these cases, the customer will be unable to change their published email address. As a result, tickets opened by email from these employees will always have the first error message in their feed entries, and if a technician send a notification to the customer's tamu.edu or exchange.tamu.edu email address, it will always result in the second error message.