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New Contributor

Opening Incidents via emails through Hub Transport, opens 3 incidents

I am trying to automate a few things, and I have set a Hub transport rule on our Exchange to forward some specifics emails to our Service Desk. Works perfectly but the only issue is opening 3 identical incidents, although the email is send one time from our exchange. 

I removed the service desk email, enter a test account and send just one email. 

Any clues why the Service Desk opens 3 incidents?
5 REPLIES 5
LogMeIn Contributor

Re: Opening Incidents via emails through Hub Transport, opens 3 incidents

Hi Costas,
Sorry for any confusion there. 
Are you sure that the forwarding emails are not being duplicated and sent at staggered times to Service Desk?

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New Contributor

Re: Opening Incidents via emails through Hub Transport, opens 3 incidents

Yes I am sure, just one email is send. 
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LogMeIn Contributor

Re: Opening Incidents via emails through Hub Transport, opens 3 incidents

Hey Costas,
I'm not aware of any kind of email formatting that might trigger multiple Service Desk incidents.  As a test, you could try forwarding these emails to a private address to see how many copies come through, or try forwarding emails FROM a different email provider to see if that helps any.

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New Contributor

Re: Opening Incidents via emails through Hub Transport, opens 3 incidents

I did forward it to a different address, and just receive one email.
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LogMeIn Contributor

Re: Opening Incidents via emails through Hub Transport, opens 3 incidents

How about the other way around?  If you forward from a different email alias as a test?

If that's still failing, you might have to help us document this new issue with a technical representative in Customer Care:  http://support.citrixonline.com/en_US/gotoassistremotesupport/phone