Parse Additional Info (IP Address) from Email for Ticket Creation

Could you guys possibly parse the sending IP from email envelope/header and notate it prominently in the ticket information automatically (for technicians only) to see? (whether in the ticket body or off to the side perhaps?)

Additionally, could you have helpdesk query a DNS server to obtain the hostname at the time the email was sent? We would like to be able to set the DNS server used for this query manually in the helpdesk settings somewhere.

Our scenario is we tend to have quite a few tickets come in where a user reports a problem with a computer “they are working on” but never sends any more detailed info (no matter the training we have given them to identify, and even sometimes machine names don’t match labels that we are starting to put on them)

We aren’t able to always call the user who put the ticket in, because we are a 24 hour facility so shifts of employees don’t always line up

It would be helpful to have just that little bit of extra info in those cases because we can queue up our remote support software and call the currently logged on users to the affected machines to let them know we need to work on them, or to ask them if they see the same problem, etc

In our most used case, the reason this helps, is because almost all of our tickets come from computers on our network, so querying our internal Active Directory DNS that we would configure in helpdesk, would be spot on accurate.

 

In instances where the hostname can not be found by reverse lookup, the detailed area in the ticket can reflect only the IP parsed from the email

Thanks!