Automated Responses to Emails

[Guest]

Hi,

I currently work in an I.T department, where we get our clients to send
requests via email, regarding I.T problems. This is sent to a public folder
in Outlook. Currently we take the email read the request and prioritise it in
a Outlook task list. I was wondering is there a way of automating this
process, whereby a user would send a request via an email template to the
public folder. There would be some programming that would determine what
priority it was, returned an email with a target date of completion to the
user, and then place the email in the outlook task list. Am i being too
ambitious here. Please bear in mind, also, that i have little programming
knowledge.

Thank you in advance

 

[Guest]

You may be able to accommodate most of the functionality by defining rules
using the Folder Assistant in the public folder. You can define actions to
reply, forward etc. to incoming e-mails based on various rules (such as
message Subject, sender, etc.).

For more advanced control, like creating Task items or setting properties of
reply messages that the Folder Assistant actions cannot do would require an
Exchange Event Sink. Code in these sinks run 24/7 on the server and do not
require Outlook to be running. However, Event Sinks require advance
knowledge of the CDO and ExOLEDB programing libraries which differ
dramatically from the Outlook Object Model and VBA code.