Requests logged via email - sort into folders automatically

[Alisha]

Hello,

If a request has been logged via an email, is it possible for the email to automatically go to a separate folder, other than Deleted Items?

Many thanks,
Alisha

[Steve Giller]

When you create the routing rule to raise the request, the Target Folder Success dictates where the email is moved to once the request has been successfully raised.

[James Ainsworth]

There is also a setting for when a request is manually raised from an email.

[Alisha]

Hi @James Ainsworth,

Thank you - this would be really helpful for us as we would like to use this for manually logging a request for an email. How would this work if we have two different mailboxes in Service Manager?

Many thanks,
Alisha

[Alisha]

Hi @James Ainsworth,

We do require other emails to be automatically moved to the Deleted Items, however. Would this setting affect that?

Many thanks,
Alisha
 

[James Ainsworth]

7 hours ago, Alisha said:

How would this work if we have two different mailboxes in Service Manager?

You would just need to make sure that each mailbox has a folder by the same name

[James Ainsworth]

8 hours ago, Alisha said:

We do require other emails to be automatically moved to the Deleted Items, however. Would this setting affect that?

With a combination of the setting and the target folder for the emails processed by the Routing Rules, you should be able to manage where the emails end up.  I believe that if a folder does not exist on a mailbox that is configured in the setting or target folder, it will default back to the deleted items.

Regards,

James