When trying to diagnose email problems, it can be useful for IT support staff to be able to view "full headers" of the email. [For instructions on how to forward a suspect email so that full headers can be viewed, see the links on the right.]

When forwarding an email to Information Services (IS), your email client will send something similar to the follow:

From: UWA Service Desk
Reply-To: UWA Service Desk
Date: Fri, 20 May 2011 10:00:00 +0800
To: Firstname Lastname
Subject: Incident Updated
 

When trying to resolve a problem, IS may be unable to determine anything unless the full header, which is normally hidden from the user, is included in the message forwarded to IS. A full header will look similar to the following:

Received: from mail-ext-out2.uwa.edu.au (130.95.3.211) by
ITS-WIN-008.staffad.uwa.edu.au (130.95.171.138) with Microsoft SMTP Server id
8.3.106.1; Fri, 20 May 2011 10:00:00 +0800
Received: from smtp.service-now.com ([216.251.255.210]) by
mail-ext-in2.uwa.edu.au with ESMTP; 20 May 2011 10:00:00 +0800
Received: from app03.syd1.service-now.com (unknown [202.167.247.126]) by
smtp.service-now.com (Postfix) with ESMTP id 5CBCFCA186 for
<firstname.lastname@uwa.edu.au>; Thu, 19 May 2011 19:00:00 -0700 (PDT)
From: UWA Service Desk <servicedesk@uwa.edu.au>
To: Firstname Lastname <firstname.lastname@uwa.edu.au>
Content-Class: urn:content-classes:message
Date: Fri, 20 May 2011 10:00:00 +0800
Subject: Incident Updated
Thread-Topic: Incident Updated
Thread-Index: AcwWtJfmSLRGmTSRTbOu/PfXmW9qMA==
Message-ID:
<2370443.191994.1305871816148.JavaMail.servicenow@app03.syd1.service-now.com>
Reply-To: UWA Service Desk <servicedesk@uwa.edu.au>
Accept-Language: en-US, en-AU
Content-Language: en-US
X-MS-Exchange-Organization-AuthAs: Anonymous
X-MS-Exchange-Organization-AuthSource: ITS-WIN-008.staffad.uwa.edu.au
X-MS-Has-Attach:
X-Auto-Response-Suppress: All
X-MS-TNEF-Correlator:
x-ironport-av: E=Sophos;i="4.65,241,1304265600";
d="scan'208,217";a="85793331"
received-spf: None identity=helo; client-ip=216.251.255.210;
receiver=mail-ext-in2.uwa.edu.au; envelope-from="servicedesk@uwa.edu.au";
x-sender="postmaster@smtp.service-now.com"; x-conformance=sidf_compatible
Content-Type: multipart/alternative;
boundary="_000_23704431919941305871816148JavaMailservicenowapp03syd1se_"
MIME-Version: 1.0