Email alerts generated by devices can be captured by creating a service item starting with the keywords Generic-event.

As a rule, the desk allows mail from users who exist in the desk's user list and validates it against the from address in an email. Network generated alerts could come from email ids which may not exist in your AD. To solve this, you can create local desk users called Web users with email ids of your alert generator's mail id.

Once you have the user created, add this to the From Address of the Generic-event service item created. Multiple mail address can be entered separated by a coma "," for example:

print1@internal.local, print2@internal.local

Do remember as noted earlier, each mail id should exist in the list of users.

Complete the rest of the service item fields as required.