Mail Filtering
Hi,
We are currently evaluating Service Desk. All is looking good but we do have a problem with the mail pick up.
The problem we have is as follows:
A user will send an email to the Helpdeks mailbox but at the same time CC other people on the message too. The call will be logged automatically but if one of the CC'd people respond to the original message and use the Reply To All fucntion (which will copy the Helpdesk mailbox in again) a new message will be logged.
Is this a problem any of you have encountered and\or has anybody managed to work around or fix the problem?
Thanks for your help,
Jamie
We are currently evaluating Service Desk. All is looking good but we do have a problem with the mail pick up.
The problem we have is as follows:
A user will send an email to the Helpdeks mailbox but at the same time CC other people on the message too. The call will be logged automatically but if one of the CC'd people respond to the original message and use the Reply To All fucntion (which will copy the Helpdesk mailbox in again) a new message will be logged.
Is this a problem any of you have encountered and\or has anybody managed to work around or fix the problem?
Thanks for your help,
Jamie