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GroupWise 8.0.2 upgrade - Emails deleted when Helpdesk processes Inbox

Created: 16 Jan 2012 • Updated: 02 Feb 2012 | 2 comments
This issue has been solved. See solution.

We were on GroupWise 7.0.3 and we had it setup somehow so that when Helpdesk (ver 6.0.308) would process emails from our GroupWise Inbox, it would only create new tickets for the new emails received since the last time Helpdesk processed the Inbox (interval set to the default of 60 secs). Emails it had already processed would stay in the email inbox and would not be sent to the Trash folder whne processed as would normally happen. Our Networking team upgraded to GroupWise 8.0.2 this weekend and after the upgrade, all emails are being sent to the Trash folder now as soon as they process.

Does anyone know how we can keep Helpdesk from sending emails to the Trash folder in GroupWise when it processes new emails in GroupWise 8.0.2?


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Rob Moore's picture

By Default, the Helpdesk does a POP and Delete when it gets a message. You may be able to change the permissions of the user Helpdesk is using to POP the accounts so that it cannot delete/trash tickets.

A cleaner solution would be to create a rule that sends a copy of any incomming email into a seperate history folder, and leaves the original one in the Inbox. This way the system can POP and delete the emails, but you can keep a copy for historical reasons.


matzebru's picture

Thanks for the reply Rob. I apologize but I forgot to note this thread with our resolution earlier. We found out the reason the previous version of GroupWise didn't delete the emails was due to a bug in Groupwise prior to the version we upgraded to.

What we ultimately did to resolve this was change the email account we were monitoring before into a Distribution Group with two new hidden email accounts associated to it. One of those new accounts is monitored by Altiris Helpdesk while the other is used by the Help Desk staff to archive emails into the specific, historical folders they were used to working before.

- Bruce

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