Opening Incidents via emails through Hub Transport, opens 3 incidents

Question

I am trying to automate a few things, and I have set a Hub transport rule on our Exchange to forward some specifics emails to our Service Desk. Works perfectly but the only issue is opening 3 identical incidents, although the email is send one time from our exchange.

I removed the service desk email, enter a test account and send just one email.

Any clues why the Service Desk opens 3 incidents?

ashc · Answer

Hi Costas,Sorry for any confusion there.&nbsp; Are you sure that the forwarding emails are not being duplicated and sent at staggered times to Service Desk?

costas fakebook · Answer

Yes I am sure, just one email is send.&nbsp;

ashc · Answer

Hey Costas,I'm not aware of any kind of email formatting that might trigger multiple Service Desk incidents.&nbsp; As a test, you could try forwarding these emails to a private address to see how many copies come through, or try forwarding emails FROM a different email provider to see if that helps any.

costas fakebook · Answer

I did forward it to a different address, and just receive one email.

ashc · Answer

How about the other way around?&nbsp; If you forward from a different email alias as a test?If that's still failing, you might have to help us document this new issue with a technical representative in Customer Care:&nbsp; http://support.citrixonline.com/en_US/gotoassistremotesupport/phone&nbsp;

Forum Discussion

Opening Incidents via emails through Hub Transport, opens 3 incidents

Recent Discussions

DELETE MY ACCOUNT

Email Notifications - Bounced Address

GoToAssist Service Desk Custom Data Connector for Power BI

Unable to Run Application after clicking link from tech

GoTo Phone Dark Mode