Emails to the Help Desk folder will be converted to a Help Desk ticket through the use of Microsoft Exchange Event Service and a script running on the Help Desk folder. The script can be set up on Exchange 5.5 or Exchange 2000. They use the same script. Note the slight differences in the instructions below. However, we strongly recommend using an Event Sink in Exchange 2000. If you are using Exchange 2000 (or 2003), please see UserManual_30_Email2K.
The script is set to convert every message of the class IPM.Note (normal email messages) into a Help Desk ticket except when the subject begins with "RE:" or "FW:" (that is, replies and forwards are not processed). The script will:
- send a notice to the High Importance address listed in Automatic Notification in Five Utilities in the Utilities folder if the email is marked High Importance. Otherwise, a notice will be sent to the Normal Importance address in the utility.
- add a subject "New Ticket" to the ticket if the email subject is blank.
- add the original email to the ticket if the email has attachments.
On the Exchange Server:
- The Microsoft Exchange Event Service must be set up running.
- The folder must be visible in the GAL and/or have an email address.
- The person installing the script needs at least Author rights on the EventsConfig_servername system folder.
- The Exchange server registry has settings that control how often the script runs.
On the Outlook Client:
- The person installing the script must be an owner of the Help Desk folder.
- Outlook needs to have the Server Scripting add-in enabled.
- You need to have the script we provide (HDScript30.txt for ver 3.0 release).
- The script needs to be installed.
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