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kalmstrom.com

Business Solutions

– leveraging your Microsoft

1.16.5   Use of E-mail threading + multiple teams and lists

If you have a situation with several helpdesk teams, A and B, using different mailboxes to monitor incoming mails and different lists, you might want to send a case from one team to another, to ask for help. You then have the following situation:  When a processed e-mail having the ticket ID in the subject field from mailbox A is forwarded to mailbox B HelpDesk OSP will check if there is a ticket ID tag in the subject. If it is there, HelpDesk OSP will try to check if that ticket exists under the SharePoint list B. If a ticket ID does not exist, HelpDesk OSP will create a new ticket in list B, and this is not a problem. But if it does exist, HelpDesk OSP will add the newest portion to that ticket. Note that the problem of the ticket with that ID in list B is probably not the same as of the e-mail with that ID that originally was for list A. To avoid this, when forwarding an e-mail from team A to team B, remove the ticket ID under brackets and then send the e-mail. That way HelpDesk OSP in team B will process that email as a new ticket in list B.

HelpDesk OSP for Outlook and SharePoint   User Manual www.kalmstrom.com

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