Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

One email is creating multiple Service Calls

Highlighted
Pierre Denis
Occasional Advisor

One email is creating multiple Service Calls

A user has sent in an email, and for some reason, every 10 or 15 minutes, a new Service Call is created. No new email messages are being sent to Service Desk from this user. Exchange 20003's message tracking confirms that only one (1) message was sent to Service Desk. other users have been able to send requests without any issues since this problem has begun.

Does anyone have any ideas? I'm out of them.

Thanks

Pierre
3 REPLIES
George M. Meneg
Honored Contributor

Re: One email is creating multiple Service Calls

Hello Pierre,

Did by any chance your user use autoresponse or vacation message? This could lead to this kind of nightmare.
menes fhtagn
Pierre Denis
Occasional Advisor

Re: One email is creating multiple Service Calls

George,

Thanks for you response. Unfortunately, it wasn't an autoresponse. I've just found that there was something wrong with our SMTP queue on the Exchange Server. It was looping some (not all) externally redirected messages. The problem was solved simply by clearing the SMTP queues.

Thanks again.

Pierre
Pierre Denis
Occasional Advisor

Re: One email is creating multiple Service Calls

there was something wrong with our SMTP queue on the Exchange Server. It was looping some (not all) externally redirected messages. The problem was solved simply by clearing the SMTP queues.
//Add this to "OnDomLoad" event