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Connecting an helpdesk app with EX 2010

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  • Connecting an helpdesk app with EX 2010

    Hi Guys,
    Little creativity is required here…
    We’ve an helpdesk app which gets email from users, it’s located in a dedicated server (not EX) with its own SMTP service which treats the incoming emails. Our main mail server, Exchange 2010, should deliver/forward mails to this SMTP. So, we created a shared mailbox in EX and defined forwarding to the helpdesk server. This works well except the following issues:
    When the user via Outlook sends email to the helpdesk, he adds some additional tags to the email address – “’sometag’ [email protected] domain.com” (see picture below) but since this address appears in EX contacts, Outlook replaces this address string with the contacts nick-alias name. See pictures below.

    Any solution we’ll be appreciated.
    More specifically, how can we prevent Outlook/EX from changing the email address string the user typed in? How can we make it treat this string/address as it belongs to different organization and therefore leave the string as it is?

    This is how it looks when the user types the address:


    This what happens after sending, Outlook changes the recipient string to the contact name. we want to avoid that:

  • #2
    Re: Connecting an helpdesk app with EX 2010

    According to the SMTP spec, you need to enclose special characters with double quotes. So try:

    Code:
    "’sometag’ support"@domain.com
    Regards,
    Jeremy

    Network Consultant/Engineer
    Baltimore - Washington area and beyond
    www.gma-cpa.com

    Comment


    • #3
      Re: Connecting an helpdesk app with EX 2010

      What helpdesk app is that? Never seen a solution like that, seems bizarre.

      You'll need to delete the Contact from the Contacts folder and the Global Address List. Outlook will resolve the email address to the Contact and use that contact's Display Name. You'll run into even more trouble after it caches the first time it sends an email as it will resolve it from the Outlook address cache as well.

      Change the helpdesk app to work differently.

      Comment


      • #4
        Re: Connecting an helpdesk app with EX 2010

        It's not unheard of. In fact Gmail uses a + to append info to an email address.

        It looks like having a space in the email address isn't supported in Outlook. All other characters in the address you have are supported. Still use the double quotes around any special characters. Also escape the double quote (") and backslash with a backslash.
        Regards,
        Jeremy

        Network Consultant/Engineer
        Baltimore - Washington area and beyond
        www.gma-cpa.com

        Comment


        • #5
          Re: Connecting an helpdesk app with EX 2010

          Understood, but it looks to me like they are sending it to the same email address each time "[email protected]".

          Then they are changing the display name to the issue number i.e. "Business Issue 1 <[email protected]>"

          If they changed the system so they could rather change the email address each time to something like "[email protected]" or "[email protected]" then that would work.

          Comment

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