Looking for an idea

5 Mar 2009 4:15 PM

aruntechie123

Hello All,

We use Exchange 2003; Outlook 2003.

I have created a rule to auto-forward mails from a certain sender to our
HelpDesk system which raises a ticket upon receipt of an email. (The ticket
must be raised in my name, hence re-directing may not help).
The problem is that our Helpdesk system is configured to ignore mails with a
subject line prefixed with "RE" or "FW".
I guess Outlook does not allow the prefix to be customised, hence I was
looking for some creative ideas to deal with this.

For eg. if I install a different language Outlook on my PC which uses other
letters for FW or RE, would that help? (Is the Exchange server aware of the
language preference of the client and will use the apt. prefix of that
language?)

The above should work fine even if my Outlook is not running.

Is there any hope?

7 Mar 2009 2:53 AM

Ed Crowley [MVP]

Now there's a kludge if I've ever heard one. I suppose that might work.

--
Ed Crowley MVP
"There are seldom good technological solutions to behavioral problems."
..

Show quoteHide quote

"aruntechie123" <aruntechie***@discussions.microsoft.com> wrote in message
news:BDBC5E2C-D397-4D70-AAED-514BE130F255@microsoft.com...
> Hello All,
>
> We use Exchange 2003; Outlook 2003.
>
> I have created a rule to auto-forward mails from a certain sender to our
> HelpDesk system which raises a ticket upon receipt of an email. (The
> ticket
> must be raised in my name, hence re-directing may not help).
> The problem is that our Helpdesk system is configured to ignore mails with
> a
> subject line prefixed with "RE" or "FW".
> I guess Outlook does not allow the prefix to be customised, hence I was
> looking for some creative ideas to deal with this.
>
> For eg. if I install a different language Outlook on my PC which uses
> other
> letters for FW or RE, would that help? (Is the Exchange server aware of
> the
> language preference of the client and will use the apt. prefix of that
> language?)
>
> The above should work fine even if my Outlook is not running.
>
> Is there any hope?

7 Mar 2009 4:10 PM

Lanwench [MVP - Exchange]

aruntechie123 <aruntechie***@discussions.microsoft.com> wrote:
Show quoteHide quote

> Hello All,
>
> We use Exchange 2003; Outlook 2003.
>
> I have created a rule to auto-forward mails from a certain sender to
> our HelpDesk system which raises a ticket upon receipt of an email.
> (The ticket must be raised in my name, hence re-directing may not
> help).
> The problem is that our Helpdesk system is configured to ignore mails
> with a subject line prefixed with "RE" or "FW".
> I guess Outlook does not allow the prefix to be customised, hence I
> was looking for some creative ideas to deal with this.
>
> For eg. if I install a different language Outlook on my PC which uses
> other letters for FW or RE, would that help? (Is the Exchange server
> aware of the language preference of the client and will use the apt.
> prefix of that language?)
>
> The above should work fine even if my Outlook is not running.
>
> Is there any hope?

Ugh. Even if it worked, I'd view it as a very bad workaround. I would be
looking for a different helpdesk system or figure out another way to do
this.

7 Mar 2009 5:32 PM

Mark Arnold [MVP]

On Thu, 5 Mar 2009 08:15:01 -0800, aruntechie123
<aruntechie***@discussions.microsoft.com> wrote:

Show quoteHide quote

>Hello All,
>
>We use Exchange 2003; Outlook 2003.
>
>I have created a rule to auto-forward mails from a certain sender to our
>HelpDesk system which raises a ticket upon receipt of an email. (The ticket
>must be raised in my name, hence re-directing may not help).
>The problem is that our Helpdesk system is configured to ignore mails with a
>subject line prefixed with "RE" or "FW".
>I guess Outlook does not allow the prefix to be customised, hence I was
>looking for some creative ideas to deal with this.
>
>For eg. if I install a different language Outlook on my PC which uses other
>letters for FW or RE, would that help? (Is the Exchange server aware of the
>language preference of the client and will use the apt. prefix of that
>language?)
>
>The above should work fine even if my Outlook is not running.
>
>Is there any hope?

Can't the people send messages to a specific address? If that was the
case you could have a contact called 'u***@hd.domain.com' and you
could configure Exchange with information on what to do with mails
sent to hd.domain.com; i.e. direct them to the smtp interface on the
help desk FQDN.
Just thinking out loud here.

7 Mar 2009 10:51 PM

Lanwench [MVP - Exchange]

Mark Arnold [MVP] <m***@mvps.org> wrote:
Show quoteHide quote

> On Thu, 5 Mar 2009 08:15:01 -0800, aruntechie123
> <aruntechie***@discussions.microsoft.com> wrote:
>
>> Hello All,
>>
>> We use Exchange 2003; Outlook 2003.
>>
>> I have created a rule to auto-forward mails from a certain sender to
>> our HelpDesk system which raises a ticket upon receipt of an email.
>> (The ticket must be raised in my name, hence re-directing may not
>> help).
>> The problem is that our Helpdesk system is configured to ignore
>> mails with a subject line prefixed with "RE" or "FW".
>> I guess Outlook does not allow the prefix to be customised, hence I
>> was looking for some creative ideas to deal with this.
>>
>> For eg. if I install a different language Outlook on my PC which
>> uses other letters for FW or RE, would that help? (Is the Exchange
>> server aware of the language preference of the client and will use
>> the apt. prefix of that language?)
>>
>> The above should work fine even if my Outlook is not running.
>>
>> Is there any hope?
>
> Can't the people send messages to a specific address? If that was the
> case you could have a contact called 'u***@hd.domain.com' and you
> could configure Exchange with information on what to do with mails
> sent to hd.domain.com; i.e. direct them to the smtp interface on the
> help desk FQDN.
> Just thinking out loud here.

Yes, but we can't understand your funny accent.

11 Mar 2009 2:43 PM

aruntechie123

Thanks Mark, I did get in touch with the Exchange Admins, but they dont think
this is possible. Could you please tell me in more detail how to configure
this? (I am not an Exchange Admin and have little or no knowledge about it)
Yes, the people can send messages to a specific address.

Essentially, the challenge is getting HelpDesk to receive it from a specific
address, and not from the original sender. Thats why redirecting does not
help. Auto-forward does the job fine, but then it prefixes FW to the subject
Show quoteHide quote

:-(

"Mark Arnold [MVP]" wrote:

> On Thu, 5 Mar 2009 08:15:01 -0800, aruntechie123
> <aruntechie***@discussions.microsoft.com> wrote:
>
> >Hello All,
> >
> >We use Exchange 2003; Outlook 2003.
> >
> >I have created a rule to auto-forward mails from a certain sender to our
> >HelpDesk system which raises a ticket upon receipt of an email. (The ticket
> >must be raised in my name, hence re-directing may not help).
> >The problem is that our Helpdesk system is configured to ignore mails with a
> >subject line prefixed with "RE" or "FW".
> >I guess Outlook does not allow the prefix to be customised, hence I was
> >looking for some creative ideas to deal with this.
> >
> >For eg. if I install a different language Outlook on my PC which uses other
> >letters for FW or RE, would that help? (Is the Exchange server aware of the
> >language preference of the client and will use the apt. prefix of that
> >language?)
> >
> >The above should work fine even if my Outlook is not running.
> >
> >Is there any hope?
>
> Can't the people send messages to a specific address? If that was the
> case you could have a contact called 'u***@hd.domain.com' and you
> could configure Exchange with information on what to do with mails
> sent to hd.domain.com; i.e. direct them to the smtp interface on the
> help desk FQDN.
> Just thinking out loud here.
>

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