Issue symptoms
Emails from system users such as mail-daemon@ or postmaster@ are always suspended. My business rules cannot fire on these suspended tickets so I cannot automate a process for them. How can I manage this situation?
Resolution steps
Due to a system rule, these tickets will always be suspended. To help keep track of these tickets, use suspended ticket notifications.
As a solution, use one of these workarounds:
- Have the system emails sent to another email address
- Have the emails redirected, or forwarded through a non-system address like a standard email
- Add the email address to your allowlist
- Create tickets with the API
For more information on ticket suspensions, see the article: Causes of ticket suspension.