Automatic e-mail conversion: How can I avoid that a ticket is created from each one of the staff?

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Problem Type : Features
Problem Category : Public Folder HelpDesk

To prevent processing of the same e-mail several times, PF HelpDesk has a locking mechanism so that two or more users never can convert the same e-mails to tickets:

The first user who starts PF HelpDesk (that is, who clicks into the PF 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 monitored by PFHD', and the 'created by' field of that post flag will mention the user who is "holding the flag".

As long as this flag (post item) is present in the monitored folder, other users will not process those e-mails from the monitored folder(s).

When the user monitoring the folder(s) clicks out of the PF HelpDesk folder in Outlook the flag post item will be removed, and when a new user clicks on the PF HelpDesk Outlook folder a new flag is 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.

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