Specifying Variables in Rules

[Ben]

Hi,

I've setup an email account called HelpDesk, that all our users will start
using to get support. I have setup an auto-reply using the rule 'have server
reply using a specific message', which will send an auto reply along the
lines of "Thank you for your enquiry, we will contact you shortly" however I
was wondering if it's possible to insert variables into the auto-reply i.e.
if they send a message with subject 'Office Problems' then the Auto-Reply
will reply with subject = "Your HelpDesk Enquiry - Office Problems". I have
tried using %subject% but that just puts %subject% in.

Any suggestions much appreciated!

Ben

 

[Sue Mosher [MVP-Outlook]]

No, a server-reply rule can't do that.

--
Sue Mosher, Outlook MVP
Author of Configuring Microsoft Outlook 2003

and Microsoft Outlook Programming - Jumpstart for
Administrators, Power Users, and Developers

 

[Ben]

Hi Sue,

Thanks for the reply.

Is there anyway of doing this? How about replying with a specific template?
I think it would be useful for keeping track of HelpDesk issues. I.e. users
could reply to the message with SOLVED in the subject if they fix it
themselves. It's easier to tell apart messages marked as:
HelpDesk Enquiry 'Office Problem'
HelpDesk Enquiry 'Office Problem' - UPDATE
HelpDesk Enquiry 'Office Problem' - SOLVED

Than it is to track just a load of messages marked 'HelpDesk Enquiry'.

Cheers

Ben


No, a server-reply rule can't do that.

--
Sue Mosher, Outlook MVP
Author of Configuring Microsoft Outlook 2003

and Microsoft Outlook Programming - Jumpstart for
Administrators, Power Users, and Developers

 

[Sue Mosher [MVP-Outlook]]

A "reply with template" rule won't run on the server and can't do variables. Have you considered creating a server-reply rule for each type of message (Office Problem, Equipment Problem, etc.) that you expect them to send?

The alternative would be to write a server-based event sink, but that would require not just writing the code but getting the Exchange administrator to allow it to run.
--
Sue Mosher, Outlook MVP
Author of Configuring Microsoft Outlook 2003

and Microsoft Outlook Programming - Jumpstart for
Administrators, Power Users, and Developers

 

[Ben]

Sue,

Our users could email with 1 of a thousand of possible problems, from "how
do I print in colour" to "why won't my outlook receive emails when I'm
offline" (yes I've had this question, just last week). We could setup
categories of problems, but when you have users who ask such questions, it
doesn't give you much faith in them remembering to use pre-defined
categories!

I guess I could write an event sink, I have done so in the past (for auto
signature creation). I guess the 1 benefit of being the only IT member of
staff in the company, is that I am also the Exchange Admin (as well as
network admin, server admin, domain admin, vb programmer, website
designer...etc)

Ben


A "reply with template" rule won't run on the server and can't do variables.
Have you considered creating a server-reply rule for each type of message
(Office Problem, Equipment Problem, etc.) that you expect them to send?

The alternative would be to write a server-based event sink, but that would
require not just writing the code but getting the Exchange administrator to
allow it to run.
--
Sue Mosher, Outlook MVP
Author of Configuring Microsoft Outlook 2003

and Microsoft Outlook Programming - Jumpstart for
Administrators, Power Users, and Developers

 

[Ben]

Hi Sue,

I was having a think last night over this SMTP event sink, and I'm not sure
if it'll work in our situation. I was wondering what your thoughts were.

All our users are in a single domain, and we have a single exchange server
(with SMTP relay on the edge firewall for internet mail). This means all of
our users are internal, even users who are out on the road, use OWA or a VPN
then Outlook for email, so no internal emails ever get sent further than the
exchange server. It was my understanding that Exchange uses MAPI for
internal email transport, and only uses SMTP to send mail externally
(Exchange > SMTP Relay), therefore an SMTP transport would be unsuccessful,
as no messages sent internally would hit the SMTP virtual server to execute
the event sink.

Am I correct in this assumption? If so I guess my only solution is to use a
server-side rule!

Ben


A "reply with template" rule won't run on the server and can't do variables.
Have you considered creating a server-reply rule for each type of message
(Office Problem, Equipment Problem, etc.) that you expect them to send?

The alternative would be to write a server-based event sink, but that would
require not just writing the code but getting the Exchange administrator to
allow it to run.
--
Sue Mosher, Outlook MVP
Author of Configuring Microsoft Outlook 2003

and Microsoft Outlook Programming - Jumpstart for
Administrators, Power Users, and Developers

 

[Sue Mosher [MVP-Outlook]]

It is possible to set up Exchange to use SMTP internally, but that's out of my area of expertise.

--
Sue Mosher, Outlook MVP
Author of Configuring Microsoft Outlook 2003

and Microsoft Outlook Programming - Jumpstart for
Administrators, Power Users, and Developers