1. Go to the Service Desk Email Preferences page:
Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b. On the left navigation bar, click Service Desk, then click Configuration.
c. On the Configuration panel, in the Email Configuration section, click Configure Service Desk Email Preferences.
2. Specify the text that you want to detect in the email subject. When the Service Desk receives a ticket related email with the specified subject, it will stop processing that email.
a. In the Inbound Email section, in the Ignore emails with following text in the subject field, type the words that you want to detect. You can specify multiple entries, using a semi-colon as a separator. For example: Out of Office;Mail Delivery Failure.
3. Configure the thresholds for all inbound email notifications during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.
Total Emails: The maximum number of all emails the Service Desk receives and responds with email notifications. The default value is 100 emails.
- To disable this restriction, set this option to a high number such as 99999.
4. Configure the thresholds for inbound email notifications per ticket, during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.
Total Emails per Ticket: The maximum number of all emails the Service Desk receives for each ticket, and responds with email notifications. The default value is 5 emails per ticket.
- To disable this restriction, set this option to a high number such as 99999.