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Last Post 3/10/2009 5:26 PM by  Rod Weir
Logging Informational Jobs I don't want logged
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Joanne Crang
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3/10/2009 4:41 PM

    Hi,

    We are loving email manager but definitely still have some tidying up to do around the logging of jobs that we don't want logged!  They are generally information type jobs.  We can't really define them within a profile (although we are encouraging people to put 'Information Only' within the message but this takes a lot of training and with a lot of people in the company we'll be waiting a while).
     
    We are often just CC'ed in on these emails so we started to put in some outlook rules to mark the email as read (when we are cc'ed in) so that Email Manager doesn't pick it up.  Only problem with this is that we don't actually log in to outlook under our helpdesk account and therefore they needed to be server side rules which don't allow things like marking it as read. 
     
    Does anyone have a way around this?  We have a large volume of emails that we move to different folders etc but for a large amount they are very varied in the content they contain etc and can't be easily defined by the text content.
     
    Is there any plans to add more ability into email manager to look at CC’ed type fields etc etc. 
     
    Thanks
    Joanne

     

     

     

    Rod Weir
    HelpMaster development team
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    3/10/2009 5:26 PM
    Hi Joanne,

    Good to hear that you're loving the Email Manager. It certainly makes a big difference to any email-centric helpdesk / service desk. We couldn't live without it here.

    Your idea about using the Microsoft Outlook rules wizard was a good one, however as you know, it does have limitations with server-side rules.

    I think the solution here would be to add a feature into the Email Manager whereby it can scan the To, CC and BCC fields. This would allow you to configure a profile to use prcessing logic something like...

    "If the email is addressed to the helpdesk only via means of a CC or BCC, then...... ignore the email / move it / process it... etc"

    I'll add this to our wishlist and see what we can do. Thanks for the post and the good idea - please keep them coming. We've got some big ideas for improving the Email Manager, and every bit counts.

    Best regards,
    Rod
    HelpMaster development team
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