Can business rules be set to DELETE a ticket automatically?
I apologize if this shows up twice - I submitted the first one as guest.
We send out company wide emails detailing a new build for our internal software, which are sent from our help desk account.
Many people have auto read-receipt turned on (or do so manually), and many others delete it without reviewing the email.
These two actions generate LOTS of email back to us. I've tried to find a way to set a business rule to delete mails with certain strings in the subject line, but all it allows me to do is assign it to a category, a technician, set it to a priority or close the ticket (amongst a few other actions). But there's no way to delete it.
While assigning an automatic "close" status to the ticket is fine, it becomes problematic with settings that send email back to the requester when it's closed (or assigned, etc. for that matter).
We're running Exchange 2000, so I can't utilize IMF from Exchange 2003 to filter emails before Service Desk Plus gets them, and there's a HUGE reluctance to migrate, as everyone is very happy with exchange 2000 at this time.
Can there be a way to DELETE a mail based ticket on rules so that a ticket doesn't get created or ticket status triggers aren't tripped?
Thanks,
Justin
We send out company wide emails detailing a new build for our internal software, which are sent from our help desk account.
Many people have auto read-receipt turned on (or do so manually), and many others delete it without reviewing the email.
These two actions generate LOTS of email back to us. I've tried to find a way to set a business rule to delete mails with certain strings in the subject line, but all it allows me to do is assign it to a category, a technician, set it to a priority or close the ticket (amongst a few other actions). But there's no way to delete it.
While assigning an automatic "close" status to the ticket is fine, it becomes problematic with settings that send email back to the requester when it's closed (or assigned, etc. for that matter).
We're running Exchange 2000, so I can't utilize IMF from Exchange 2003 to filter emails before Service Desk Plus gets them, and there's a HUGE reluctance to migrate, as everyone is very happy with exchange 2000 at this time.
Can there be a way to DELETE a mail based ticket on rules so that a ticket doesn't get created or ticket status triggers aren't tripped?
Thanks,
Justin
