Email Routing and Emails in Absolute Service

Version 1

    Details

    PROBLEM
    LiveTime assigns an email to the wrong team when you've sent an email to a specific team's inbox.

    ENVIRONMENT
    LiveTime 8 and above.

    RESOLUTION
    In almost all cases where this happens, the issue is that the email is routed to a different email than is expected. This is configured within Exchange Server or the mail service that is being used. The resolution to this is to remove any routing, forwarding and aliasing so that all emails to their respective email addresses appear in the appropriate inbox.

    Example
    Let's say Support Team 1 has an email inbox of Support1@example.com, and Support Team 2 has an email inbox of Support2@example.com. A common problem is if you have Exchange configured to route or forward emails that are sent to Support2@example.com to the Support1@example.com (perhaps with an alias of Support2@example.com).

    Then let's suppose you've sent an email to Support2@example.com, but it's then forwarded/routed to the Support1@example.com inbox. When LiveTime polls for the emails and finds the email in Support1@example.com (even though the email was sent to Support2@example.com), that email is assigned to Support Team 1 because that's the inbox it was found in.

    Ensuring that the mail server configuration is such that emails to Support2@example.com end up in the Support2@example.com inbox would resolve this example.


    Resolution

    PROBLEM
    LiveTime assigns an email to the wrong team when you've sent an email to a specific team's inbox.

    ENVIRONMENT
    LiveTime 8 and above.

    RESOLUTION
    In  almost all cases where this happens, the issue is that the email is  routed to a different email than is expected. This is configured within  Exchange Server or the mail service that is being used. The resolution  to this is to remove any routing, forwarding and aliasing so that all  emails to their respective email addresses appear in the appropriate  inbox.

    Example
    Let's say Support Team 1 has an email  inbox of Support1@example.com, and Support Team 2 has an email inbox of  Support2@example.com. A common problem is if you have Exchange  configured to route or forward emails that are sent to  Support2@example.com to the Support1@example.com (perhaps with an alias  of Support2@example.com).

    Then let's suppose you've sent an  email to Support2@example.com, but it's then forwarded/routed to the  Support1@example.com inbox. When LiveTime polls for the emails and finds  the email in Support1@example.com (even though the email was sent to  Support2@example.com), that email is assigned to Support Team 1 because  that's the inbox it was found in.

    Ensuring that the mail server  configuration is such that emails to Support2@example.com end up in the  Support2@example.com inbox would resolve this example.