Emails containing high importance flag
Hi Support,
I was wondering if it would be possible to have an option within Business Rules to pickup the Importance flag within an email header and move to a group/level according the rest of the rule.
The problem we are having is that if an email comes in with a status set with an importance of high this produces a red ! next to the message within your email client, such as Outlook.
Obviously because SupportCenter is picking up these messages the importance flag isn't getting translated into the request so important messages are getting logged as a normal support call.
I have attached a typical email header, you can see that the field Importance near the bottom is set to high, if you could add something to Business Rules so you could choose the imporance level according to the header and then apply the rest of the rule this would be extremely useful as critical messages are getting overlooked at the moment.
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Content-class: urn:content-classes:message
MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="----_=_NextPart_001_01C745E0.F999F7DE"
X-MimeOLE: Produced By Microsoft Exchange V6.5
Subject: THIS IS AN URGENT SUBJECT HEADER
Date: Thu, 1 Feb 2007 09:11:36 -0000
Message-ID: <800E2F69B4A96C4DA94759D0D7FAEBDD819D10@CUSTOMER INTERNAL MAIL SERVER>
X-MS-Has-Attach: yes
X-MS-TNEF-Correlator:
Thread-Topic: THIS IS AN URGENT SUBJECT HEADER
Thread-Index: AcdF4LRC7289KESWRIOM78iJzRezVA==
X-Priority: 1
Priority: Urgent
Importance: high
From: "CUSTOMER" <CUSTOMER@THEIREMAILADDRESS.COM>
To: "OUR SUPPORT DESK" <SUPPORT@OUREMAILADDRESS.COM>
Return-Path: CUSTOMER@THEIREMAILADDRESS.COM
X-OriginalArrivalTime: 01 Feb 2007 09:08:55.0495 (UTC) FILETIME=[9993F570:01C745E0]
Thanks as always
Rich
I was wondering if it would be possible to have an option within Business Rules to pickup the Importance flag within an email header and move to a group/level according the rest of the rule.
The problem we are having is that if an email comes in with a status set with an importance of high this produces a red ! next to the message within your email client, such as Outlook.
Obviously because SupportCenter is picking up these messages the importance flag isn't getting translated into the request so important messages are getting logged as a normal support call.
I have attached a typical email header, you can see that the field Importance near the bottom is set to high, if you could add something to Business Rules so you could choose the imporance level according to the header and then apply the rest of the rule this would be extremely useful as critical messages are getting overlooked at the moment.
Microsoft Mail Internet Headers Version 2.0
Received: from CUSTOMER MAIL SERVER ([CUSTOMER IP ADDRESS]) by INTERNAL MAIL SERVER with Microsoft SMTPSVC(5.0.2195.6713);
Thu, 1 Feb 2007 09:08:55 +0000
Received: from CUSTOMER MAIL SERVER 2 by CUSTOMER MAIL SERVER
via smtpd (for [COMPANY MAIL SERVER] [COMPANY MAIL SERVER]) with ESMTP; Thu, 1 Feb 2007 09:09:46 +0000
Received: from CUSTOMER INTERNAL MAIL SERVER (Not Verified[IP ADDRESS]) by CUSTOMER MAIL FILTER SERVER
id <B45c1aec90000>; Thu, 01 Feb 2007 09:11:37 +0000
Content-class: urn:content-classes:message
MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="----_=_NextPart_001_01C745E0.F999F7DE"
X-MimeOLE: Produced By Microsoft Exchange V6.5
Subject: THIS IS AN URGENT SUBJECT HEADER
Date: Thu, 1 Feb 2007 09:11:36 -0000
Message-ID: <800E2F69B4A96C4DA94759D0D7FAEBDD819D10@CUSTOMER INTERNAL MAIL SERVER>
X-MS-Has-Attach: yes
X-MS-TNEF-Correlator:
Thread-Topic: THIS IS AN URGENT SUBJECT HEADER
Thread-Index: AcdF4LRC7289KESWRIOM78iJzRezVA==
X-Priority: 1
Priority: Urgent
Importance: high
From: "CUSTOMER" <CUSTOMER@THEIREMAILADDRESS.COM>
To: "OUR SUPPORT DESK" <SUPPORT@OUREMAILADDRESS.COM>
Return-Path: CUSTOMER@THEIREMAILADDRESS.COM
X-OriginalArrivalTime: 01 Feb 2007 09:08:55.0495 (UTC) FILETIME=[9993F570:01C745E0]
Thanks as always
Rich