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?
There is not a means around these emails being suspended. This is a hard system rule that cannot be disabled. To help keep track of these tickets, try enabling suspended ticket notifications.
There are a few possible workarounds that can help in some cases:
- Have the system emails sent to another email address.
- Have the emails redirected through a non-system address.
- Add the email address to your allowlist.
For more information on ticket suspensions, see the article: Causes of ticket suspension.