New ticket via email and multiple ticket no.
Hi All
Not sure how many of them having similer problem.
we do fetch mails from mail box servicedesk@xyz.com
case 1 : when the user send mail to above mail box, service desk will fetch and assign a new ticket no. - No problem with this.
case 2 : user send mail to above mail box and cc to some other recepients, Service Desk will fetch as well and assign new ticket no.
Problem here is, the person who received CC, reply to that mail and reply to all
Service Desk will receive and assign new ticket no.
is there any way to avoid such cases ? if so, pls advice.
regards,
Not sure how many of them having similer problem.
we do fetch mails from mail box servicedesk@xyz.com
case 1 : when the user send mail to above mail box, service desk will fetch and assign a new ticket no. - No problem with this.
case 2 : user send mail to above mail box and cc to some other recepients, Service Desk will fetch as well and assign new ticket no.
Problem here is, the person who received CC, reply to that mail and reply to all
Service Desk will receive and assign new ticket no.
is there any way to avoid such cases ? if so, pls advice.
regards,
Topic Participants
Vijay
ServiceDesk Plus
mwillis2221
Dean Ryan
rmorris_me