Unable to see original email headres
Hello
We have problem with smooth launching Service Desk Plus 8 (build 8013) in our organization. Our department receives request via emails. The problem is that in the details of such automatically created request, we are unable to see:
- list of original recipients (TO:)
- list of original CC addresses (CC:)
Without that we are unable to react properly:
1. A lot of emails is send us just four our information, usually by CC address. We simply don’t know if this request is normal request, on which we must react, or maybe an email send us just four our information which we read, but we usually don`t reply on it.
2. If our IT department is just one of two or three recipients, depending the situation, during respond, we should be able to place in TO: lists one or two from original recipients. Yes, exactly, they should by in TO: field, not in CC lists. Without that we loose the information, who was the main recipient of the treed (TO: lists) and who got this just for information (CC: list)
3. During reply we are unable to see history of correspondence, the headers of original email. W need reply to look like this:
Helo
Reply from SD8…..Everything works now…
Rgrds Our Team
IT@x.pl
------------------------------------------------------
From: mail1@x.pl
Sent: Wednesday, July 27, 2011 3:28 PM
To: mail232@x.pl; mail33@x.pl
Cc: mail12@x.pl; IT@x.pl
Subject: please help
Helo…… Please help
Rgrs, mail1
Without TO: and CC: fields, it`s impossible.
Is there any way to achieve this SD8 today ? Or maybe this could (should) be implemented in next version of ServiceDesk plus ?
Rgrds Konrad
We have problem with smooth launching Service Desk Plus 8 (build 8013) in our organization. Our department receives request via emails. The problem is that in the details of such automatically created request, we are unable to see:
- list of original recipients (TO:)
- list of original CC addresses (CC:)
Without that we are unable to react properly:
1. A lot of emails is send us just four our information, usually by CC address. We simply don’t know if this request is normal request, on which we must react, or maybe an email send us just four our information which we read, but we usually don`t reply on it.
2. If our IT department is just one of two or three recipients, depending the situation, during respond, we should be able to place in TO: lists one or two from original recipients. Yes, exactly, they should by in TO: field, not in CC lists. Without that we loose the information, who was the main recipient of the treed (TO: lists) and who got this just for information (CC: list)
3. During reply we are unable to see history of correspondence, the headers of original email. W need reply to look like this:
Helo
Reply from SD8…..Everything works now…
Rgrds Our Team
IT@x.pl
------------------------------------------------------
From: mail1@x.pl
Sent: Wednesday, July 27, 2011 3:28 PM
To: mail232@x.pl; mail33@x.pl
Cc: mail12@x.pl; IT@x.pl
Subject: please help
Helo…… Please help
Rgrs, mail1
Without TO: and CC: fields, it`s impossible.
Is there any way to achieve this SD8 today ? Or maybe this could (should) be implemented in next version of ServiceDesk plus ?
Rgrds Konrad