Why would we need to pull a Show original file?
Pulling the show original file can help OIT determine if the email is a phishing, spam, or malicious, or legitimate email. This process is typically performed when a user reports a suspicious email to OIT.
IMPORTANT NOTE for Help Desk Analyst: If you reach out and have not received a response within 8 business hours, create a task for the Gmail Admins to pull the “show original” file
1. Remote into the user's computer
2. Open the email. Make sure that the email is the original email and not a forwarded version.
3. Click on the vertical dots next to the Reply or Reply to all button
4. Navigate down the list of items to "Show Original" and click on "Show Original."
5. On the next screen click on the "Download Original" words and it will download a copy of the email with all of the headers.
6. It will then automatically download the original file to their downloads folder.
7. Send that original file to the Help Desk email (tstchelpdesk@tstc.edu) as an attachment from their computer.
8. Grab the file attachment from the Help Desk email and save it to your downloads folder on your computer.
9. When getting the original email for a ticket:
A. open the ticket and click "add" then choose "attachment"
B. Choose from your computer and then browse
C. The file will be saved in your Downloads, choose the file you want to upload, click ok and then upload.
The file will now be attached to the ticket and you can send it to where it needs to go.
***Help Desk Associate Analyst*** Once ticket is created and attachment added, send to Help Desk Analyst queue.
*** Help Desk Analyst*** Make sure ticket is categorized correctly and assigned to IT Security. Also send a message over to the HD Analyst/Security chat giving them a heads up on the ticket.