Service Desk Manager checks incoming emails based on the 'Check Interval' setting, which is set to 30 sec as a default. If multiple emails come in within 30 sec, what emails will be processed first? Is it processed in the order of "sent date and time" of the emails?
Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Generally emails are processed based on the order in which the mails are arrived at the Service Desk Manager maileater process.
If the following 2 emails are sent out at the same time, but a mail server takes time in sending out the Email 1 (due to attachments or some other reasons), and Email 2 is sent first to the mail server where Service Desk Manager connects to and received by the maileater process, in this scenario, the maileater will process Email 2 first.
Email 1 sent with some attachments.
Email 2 sent with plain texts.
If there are multiple emails in the inbox, Service Desk Manager will process in order of time it arrives at the maileater process.
If the following 3 emails are received and stored in the mail box after the previous mail check,
Email 1: Received date/time 10:31 18/Jul/2017
Email 2: Received date/time 10:32 18/Jul/2017
Email 3: Received date/time 10:33 18/Jul/2017
Email 1 will be processed first by the maileater, then Email2 and Email3 will be done.
The information in this article has been included in our product documentation. You can find further details here: