Outgoing mail wildcards?
Hey guys, we just recently implemented the latest version of ServiceDesk, and we're quickly getting used to the program.
I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there any way that we can use wildcards for the email address and reply to fields in our SMTP outgoing mail settings? We were trying to see if we could set it up so that when a technician notifies a requester through email, the email comes from the technicians email address (that's listed in Active Directory) instead of one specific email for everyone. Right now, it's setup so that all emails come from HelpDesk@domain.com, but we have email configured so that all mail sent to HelpDesk automatically opens a new ticket (for some reason, accounts that were created in Active Directory prior to implementing ServiceDesk always open new tickets when responding to the HelpDesk email; whereas, accounts created afterwards just append the specific ticket that the notification was sent out through).
So, I guess that's really two questions:
1) Can we configure anything in ServiceDesk so that emails out come from the specific technician?
2) Is there something we can check so that these user accounts don't automatically re-open new tickets in the system when they reply to the HelpDesk email address? We were going to set it up in the Spam Filter so that anything with "Re:" won't open a request, but then we thought that this might not append the ticket that it was replied to.
Any help would be super awesome. Thanks!
I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there any way that we can use wildcards for the email address and reply to fields in our SMTP outgoing mail settings? We were trying to see if we could set it up so that when a technician notifies a requester through email, the email comes from the technicians email address (that's listed in Active Directory) instead of one specific email for everyone. Right now, it's setup so that all emails come from HelpDesk@domain.com, but we have email configured so that all mail sent to HelpDesk automatically opens a new ticket (for some reason, accounts that were created in Active Directory prior to implementing ServiceDesk always open new tickets when responding to the HelpDesk email; whereas, accounts created afterwards just append the specific ticket that the notification was sent out through).
So, I guess that's really two questions:
1) Can we configure anything in ServiceDesk so that emails out come from the specific technician?
2) Is there something we can check so that these user accounts don't automatically re-open new tickets in the system when they reply to the HelpDesk email address? We were going to set it up in the Spam Filter so that anything with "Re:" won't open a request, but then we thought that this might not append the ticket that it was replied to.
Any help would be super awesome. Thanks!