As per the curent setup Emails are integrated with Remedy due to which all calls coming into Helpdesk mailbox automatically get logged. Sequence of events are as under:
a) As per password policy,every month all passwords expire due to which we changed the password of Helpdesk mail Id.
b) We also changed the password in Remedy Email Config.
c) Currently all mails are getting logged twice for each mail recd. on the helpdesk mailbox.
I analysed the log files and the Email Engine files but I am not able to get the cause for this.
Environment Details:
OS: Windows Server
AR Server: ARS 6.3 no patch
Email Engine :6.0 no patch
Database: SQL 2000
I believe there is an issue in ticket generation.It is picking up twice or creating ticket twice. Also mail that is coming into Helpdesk account is only one.So the problem is in HDR generation.
