Problem Definition

Currently, you can set forwarding emails to the Service Desk project, there is no ability to send or set up forwarding rules that can email external clients for business purposes from the Service Desk project.

In theory, the forwarding rule should work like the following:

• A customer sends an email to the Service Desk project, an issue is created
• the mail handler checks the email content and tracks a preset list of external clients to forward the email.
• The email is then forwarded an ensures the same mail header is utilized
• This is so that when the external client comments, the comment is appended to the existing original email created.

Suggested Solution

Integrate the forwarding rule ability into the mail request page that allows the user to use the Service Desk project in a more flexible way.