End result of any mails that do not match a maileater mailbox rule

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Article ID: 76564

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



When a mail is sent to Service Desk and is processed by maileater, what happens when the given mail does not match any of the mailbox rules established?

Environment

Release: SDSAAS99000-12.9-Service Desk-On Demand
Component:

Resolution

If the mail does not match any mailbox rules, a copy of the mail will be stored in the "$NX_ROOT/site/mail_unknown", provided the 'Save Unknown Emails' setting is activated in the Service Desk Mailbox.  If this setting is NOT turned on, no storage will be provided to the mail and the mail itself will be lost.

Regardless of the mail and if it translates to a new case or update, any mails that are received by Service Desk are deleted from the given INBOX that Service Desk/Maileater is monitoring.

If a prior mail that did not pass maileater rules of of interest, the suggestion is to contact the mail administrator to see if the received messages are available in the mail server's archives.