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Exchange 2010 Transport Rule

Posted on 2013-06-06
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Last Modified: 2013-06-06
I am trying to create a transport rule that basically limits the To: field so that if the email is sent to help.desk then no other recipients can be added.  We have people sending emails to the help desk and then adding multiple recipients on top of that which are not necessary.  Any help would be appreciated!
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Question by:gfcit
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11 Comments
 
LVL 43

Expert Comment

by:Amit
ID: 39226037
That's not possible.
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Author Comment

by:gfcit
ID: 39226064
Ok.  Do you think there is any other way to get to the solution, aside from telling people "don't do this!" because that never works.
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LVL 43

Expert Comment

by:Amit
ID: 39226070
Is helpdesk is a mailbox or or a DL?
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Author Comment

by:gfcit
ID: 39226097
It is a mailbox
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LVL 43

Expert Comment

by:Amit
ID: 39226107
What do you mean by adding multiple recipients on top of that?

Can you share a screenshot
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LVL 43

Expert Comment

by:Amit
ID: 39226120
According to my understanding, you need a ticketing tool. Like Remedy or Maximo, where user can raise their tickets and ticketing tool can be configured to send an alert to helpdesk mailbox. This way you can avoid the situation you mentioned in your query.
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Author Comment

by:gfcit
ID: 39226167
@amitkulshrestha
Basically if I were to create an email and in the To: field I entered "help.desk@mycompany.com" that should be the only email entered.  But users are entering multiple email addresses so not only is help.desk@mycompany.com getting the email but multiple other people are as well, which we don't want to happen.
Unfortunately, we cannot afford a third party ticketing tool, so this is our "workaround".
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LVL 43

Expert Comment

by:Amit
ID: 39226181
Unfortunately that cannot be controlled. For this issue, you need to educate users how helpdesk process works or as i suggested you can use a ticketing tool. Here is a free tool you can explore
http://www.spiceworks.com/free-help-desk-software/
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Author Comment

by:gfcit
ID: 39226203
Just out of curiosity.  Even if we used Spiceworks, wouldn't the user have to submit an email to the ticketing tool, creating the ticket?  What is to prevent them from including multiple people on that email as well?  Seems to me the only solution is to continue telling people the proper way to submit tickets... in which case, never works.
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LVL 43

Accepted Solution

by:
Amit earned 500 total points
ID: 39226216
Computer are still not intelligent enough to take decision by it's own. It still require human inputs for taking any action. In my org, i use ticketing tool, still user prefer to send emails for getting better attention...
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Author Comment

by:gfcit
ID: 39226224
So true...
PS. we use Track-IT....
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