Which emails will Service Desk process? I noticed that if I move a message into the Inbox for the Service Desk that it does not seem to process the message unless I also mark the message as unread. But if I simply mark a message as unread it is not processed again.
I want to know how Service Desk determines if a message is "new" and also what I need to do to be sure that a message I move into the Inbox is processed by Service Desk.
In case you're still interested, IIRC for POP folder it's based on the DELETED flag set to false, in IMAP it's a combination of DELETED and SEEN flags set to false + SD keeps track of when it checked for email the last time and message must be received after that time
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