|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
As long as this flag (post item) is present
in the monitored folder(s), other users
will not process those e-mails from the
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
If you want conversion all the time, you
can install Folder HelpDesk on a
server, select the Folder HelpDesk
Outlook folder and leave it running.