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 ( by
ITS-WIN-008.staffad.uwa.edu.au ( with Microsoft SMTP Server id; Fri, 20 May 2011 10:00:00 +0800
Received: from smtp.service-now.com ([]) by
mail-ext-in2.uwa.edu.au with ESMTP; 20 May 2011 10:00:00 +0800
Received: from app03.syd1.service-now.com (unknown []) by
smtp.service-now.com (Postfix) with ESMTP id 5CBCFCA186 for
<[email protected]>; Thu, 19 May 2011 19:00:00 -0700 (PDT)
From: UWA Service Desk <[email protected]>
To: Firstname Lastname <[email protected]>
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==
<[email protected]ice-now.com>
Reply-To: UWA Service Desk <[email protected]>
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-Auto-Response-Suppress: All
x-ironport-av: E=Sophos;i="4.65,241,1304265600";
received-spf: None identity=helo; client-ip=;
receiver=mail-ext-in2.uwa.edu.au; envelope-from="[email protected]";
x-sender="[email protected]"; x-conformance=sidf_compatible
Content-Type: multipart/alternative;
MIME-Version: 1.0