We have three users who have the ability to e-mail our ServiceDesk but we dont promote this service nor do these three users use this for this purpose.
My question is can we have a whitelist for subjects instead of blacklisting subjects?
I ask because one of the three users above set a custom rule on their mail which auto replied to all mail hitting their account, including ServiceDesk notifications. This meant there was a war between the users account and our ServiceDesk account resulting in 20000 incidents being logged! (7 hours for a script to clear by the way!)
It is near impossible to keep on top of custom reply rules if we ever roll out this option so instead of blocking subjects how about having allowed ones instead?
I'm not a service desk guy, but wouldn't it be better to have notifications being sent from a different account to the one being used to auto-log incidents? Hopefully you have that option available to you and then your notifications can have links to the appropriate pages and email addresses to use.
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Include the email account for the service desk email itself in the ones to ignore for a start, just in case!
I think you'd best be doing this at the server end with some rules on there. LDSD itself doesn't have this idea of a whitelist
How about removing the email service and giving them a set of request to click on just for then on the self service portal?