Incident automatically closed if User anwers to Resolved mail directly
we have the following problem:
Whenerver an Analyst resolves a ticket, the end user receives an e-mail about the category and description like this:
So users may Decline or Confirm via the buttons on the bottom. The problem is, many users answer to the mail directly, mostly because the issue is not fixed. As the "Confirm" button's command is "mailto:[email protected]?subject=[*Incident ID*]&body=[closed]" the exchange connector finds the [Closed] in the html code of the message and closes the ticket.
So my question is: Is there a better option to do this? So that the incident won't be closed when there is a direct answer to this mail?
yes it is the official Exchange Connector ;) I am aware of the fact, that there is a powershell exchange connector around here, but to be honiest, we want to stick to the MIcrosoft Exchange Connector ;)
Yes, we are savin all the mails to the action log ;-)
I'd have to try it myself because I'm curious if saving the entire email has any impact on the issue you are describing or not. e.g.
Again - not sure, but something to check out.
As far as the SMLets Exchange Connector goes. It is certainly something I am going to have to look into and most likely address. So whether you are using it or not, you've certainly helped me out!
i had a look at the SMLet Exchange Connector and I have to say, I really think about switching to it ( at least in our new environment we are building up at the moment).
One question: Is it necessary to build up a hybrid worker for it? Or is it possible to run it completely on Premise?
The SMLets Exchange Connector supports running through:
To say the least, it deploys however you need it!