|To prevent processing of the same e-mail several times, Folder
HelpDesk has a locking mechanism so that two or
more users never can convert the same e-mails to tickets. This is how
The first user who starts Folder HelpDesk (that is, who clicks
into the Folder HelpDesk Outlook folder) will be the responsible
person who processes all incoming e-mails from the monitored folders/mailboxes.
This can be verified from the post item ' Folder is being monitored
by Folder HelpDesk '. The ' created by ' field
of that post item will mention the user who is "holding the flag" and
also the name of the machine of this user.
As long as this flag (post item) is present in the monitored folder(s),
other users will not process those e-mails from the monitored folder(s).
When the user monitoring the folder(s) clicks out of the Folder HelpDesk
folder in Outlook, the flag post item will be removed. When a new user
clicks on the Folder HelpDesk Outlook folder a new flag post
item will be created, and that user will process the incoming e-mails.
The post items that are deleted from the monitored folder lands up in
the Deleted items folder, where they can be removed periodically.
If you want conversion all the time, you can install Folder HelpDesk
on a server, select the Folder HelpDesk Outlook folder and leave