We use JSM Data Center on-prem, and we're using JEMH as our mail handler (because we needed to process incoming emails from a drop a folder). We have 4 separate projects set up in JSM for basically 4 different service centers in our organization (this is all internal to our own employees), and have more on the way. The challenge we have is that sometimes user requests need to go to more than one service center and sometimes users forward emails around or take responses from one service center and send them to another one, expecting action to be taken.
The first challenge is that an email that is addressed to two different projects only ends up creating an issue in one of the projects. JEMH support sent us a script that could be added to the mail handlers and could, perhaps, be used to address this. But at first glance it is a clunky and inelegant solution.
The other challenge is that users forward emails around. For example, an issue is opened with service center A, and an agent sends the user an email from the system. The user then takes this email, which has the issue ID of the open issue in project A associated with it, and forwards it to the email address for service center B. The expectation is that a new issue would be opened in project B. But instead, the email is added as a comment to the original issue in project A, and the agents in service center B have no idea anything even happened. Or an email thread involving service center A is forwarded to service center B. Now thread detection in JEMH is still tying that email back to the issue that was opened in project A when the first email was processed (because of the message ID), even though the new forwarded email was addressed to service center B only.
I'm curious to know if other people have run into the same challenges and how they've solved them? Is there a different mail handler we should be considering, or a more elegant way to handle this?
