ManageEngine ServiceDesk Plus was the new kid on the block and gaining popularity as a promising IT helpdesk tool. My colleague and I had to travel to Jamaica for an implementation and training for a large SDP deployment. That was our first largest implementation in 2007 since its first release in 2005. SDP had a solid Incident Management and Asset Management module and all the ITIL -ready features were added in phases only in the subsequent releases. The product was an instant hit at the customer place and my job was to train the help desk technicians and engineers on make the best of SDP implementation.
My colleague was assisting me with the implementation during week 1 of our stay at Jamaica. Half-way through, we had to stop the implementation for the reason that emails from the Mailbox were deleted by the tool. The customer was using the default Mail application on a Linux Server. [This is the Mailbox that SDP uses to fetch emails and convert them into tickets.] Though it was obvious that SDP uses POP to fetch the emails and such emails will automatically be deleted from the mailbox, the customer did not want to proceed with the implementation until an option to leave a copy of the emails in the inbox was provided by the tool. I had seen such an option in Mail Clients like Thunderbird, Opera and such. Exchange Server has an option at the server level to forward the emails to another mail account before they get deleted.
Can anybody guess what would we have done to keep the implementation going in such a scenario?