Kyle,
That might work, but in an organization of our size it would likely be unmanageable, and just a permutation of the issue we currently have. It sounds like I need to submit an enhancement request to allow multiple emails for contacts, specifying which are to be used inbound and/or outbound.
Sam Cohen, Global Systems Manager
Marsh & McLennan Companies
Global Technology Infrastructure (MGTI) | ESE Application Engineering
121 River Street, Hoboken, NJ 07030, USA
+1 201 284 5213 | Mobile +1 908 472 0027 |
sam.cohen@mercer.com<mailto:
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www.mmc.com<http://www.mmc.com/>
From: CA Service Management Global User CommunityMessage Boards [mailto:
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Sent: Wednesday, November 13, 2013 7:00 PM
To:
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Subject: [CA Service Desk General Discussion] RE: [CA Service Desk General Discussion] RE: Multiple email addresses per c
sam.cohen:
From your explanation, you are talking about being able to send an email to multiple addresses for the same person, correct? What I need is to receive and process emails from multiple addresses, for the same person. For example, I have two email addresses. If I send a message TO CASDM from address1 it processes with me as the person creating/updating. If I use email address2, the creation/update occurs, but as the “anonymous” contact; and any response FROM CASDM gets “lost” because it goes to anonymous. Are you suggesting we need to intercept the messages incoming, look up the address and translate them to the proper contact? Sam
Hello Sam,
I'm not aware of this being done.
Can you handle it with remapping from the Mail Server side?
Mail server intercepts email from same user with different email addresses, and sends to a common email address for that user in Service Desk Manager.
Service Desk Manager would then get a "right" email address to do its lookup and reply to. True, it would reply only to the address that it knows about, and not to the originating address. But the user would get a response to one of their mail boxes.
I have absolutely no knowledge of mail servers, but is that plausible? There would be the need to maintain, of course.
Other than that, I'm sure you're up to your elbows in coding to do the matching in SDM, as outlined above.
How did this situation arise? I've got four email aliases for my same mail account here at work (at least . . .) but they all come to my one inbox.
Thanks, Kyle_R.
Posted by:Kyle_R
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