Inbound email history

[chriscorcoran]

Is it possible to see what happened to an inbound email? We have had a case where an important customer email has been delivered to the inbox, but we don’t know if it was accidentally deleted by one of the ServiceDesk analysts or if it was logged but incorrectly. I have done several searches in the system, and I can only see the item in the deleted folder, which is where all logged calls end up anyway. The message delivery log doesn’t seem to give me much detail, unless I'm missing something.

 

 

[Steve Giller]

55 minutes ago, chriscorcoran said:

we don’t know if it was accidentally deleted by one of the ServiceDesk analysts or if it was logged but incorrectly.

This is a little bit "stable door" for you I'm afraid, but this is one of the reasons I always recommend that you have a separate folder for emails "deleted" after raising/updating a Request. Amongst other things, this assists in tracking whether an email was deleted (Deleted Items) or applied to a Request (Special Folder.)

[chriscorcoran]

@Steve Giller

I have created a new folder called processed, do I just update the routing rules > Target success folder? 

 

[Steve Giller]

Yes, that would be the one.

If you want this to also apply to the "Raise New Request" and "Apply To Request" actions in the mailbox, the servicemanager.email.archiveFolderName setting will require updating, too. This can be the same folder, but does not have to be.

[chriscorcoran]

@Steve Giller is there anything in the audit log to show whic user account deleted a email?