Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

I have Tele-Support HelpDesk Escalation Service with Email Notify enabled and using McAfee Online Virus on the same workstation.  And Emails are no longer being sent?

Cause:

With the latest round of virus "worms" through out the internet, McAfee released an update that blocks worms.  When escalation takes place and emails are generated, these email's will fit a profile that McAfee feels should be a "worm".  This is known to effect Email Escalation using SMTP.

Possible Solution:

The ONLY current solution available and is YOUR decision to make.  From the task bar - right click on McAfee Icon - scroll to VirusScan Online - Options - click on Advanced button - click on tab labeled "Worm Stopper".  To allow your escalated email's to be sent, you will need to uncheck Enable Pattern Matching.  You need to uncheck or increase the number Alert me when email is sent to XXXX recipients.  You need to uncheck or increase the number Alert me when XXXX email's are sent in XXXX seconds.

Our development team has contact McAfee with no positive resolution at this time.  

Hot Tip will be updated as additional information is it is made available.

Applicable HelpDesk version(s):

2.0 / 2.1 / 2.2 / 3.0