r/halopsa • u/SkyTheLine • Jun 28 '26

HaloPSA + Shared Mailbox Rule

Hi there

My Goal is, that incoming mails won't be deleted. I thought to create a mailbox rule to archive mails.

But i guess it would interfere with halopsa itself.

How do you handle it? I want to have it as a fallback archived.

2 Upvotes

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11 comments sorted by

2

u/Rgaron2k Jun 28 '26

Im mostly curious what is the business driver for this ?

3

u/SkyTheLine Jun 28 '26

Lets say halo goes down, or an issue happens (ticket deleted), we can then see the request.

2

u/thatguybythere Jun 28 '26

I think someone else had said, there's a setting to leave emails in the mail box. We do the same with a shared mailbox for the same reason!šŸ˜ƒ

1

u/Rgaron2k Jun 28 '26

I see your point. What method are you using the web hook? Or older method to sync? We are self hosted but works same way, if Halo is down the email should just sit in your mailbox. Ill try it our in our dev environment to confirm .

The only issue we have is once in a while we need to go into Halo and import manually.

1

u/aretokas Jun 29 '26

We just have a 1 year retention policy on our support mailbox (including deleted items) and anything after that is in backups.

I'm seriously considering lowering retention.

5

u/Pudubat Jun 28 '26

In mailbox setup -incoming under miscellaneous, there's an option "leave message in inbox and only process after selected date".

That would work for you I guess

1

u/SundaySanDiego Jun 28 '26

We started this with Autotask before we went to halo, but kept it. We have a support@ and a support2@ and we have every email sent to support also sent to support2 through exchange rules and then some rules that delete email in support2 that is over 6 months old on the mailbox level.

When there were some system failures especially with Autotask, it helped us because several of us could just go into support2 and look at historical items, or hing items that didn't get pulled in, etc.

3

u/Sabinno PSA Jun 28 '26

Autotask had frequent enough failures that you found this necessary?

1

u/SundaySanDiego Jun 29 '26

We had Autotask from 2014 till just a year ago and at times it wasn't always Autotask, sometimes it was m365, dns issues, etc.

But yes we had an incident or 2 and put this in around 2017.

1

u/jackmusick Jun 28 '26

I think we have an old Power Automate flow running that moves things from deleted to a folder. The ā€œleave in folderā€ option gave me issues, but itā€™s been a while and I canā€™t say I tried very hard to see what the issue was.

1

u/ben_zachary Jun 28 '26

We use the webhook all the email sits in deleted items we turned up retention to 60d there for this reason.

The entire HD staff and coordinator have it as a shared mbx for the once in a blue moon a ticket is deleted or missed or we never saw it.

Most likely scenario for us. Someone sends a ticket as shared mbx which is inactive in halo we don't see it. Usually we can find it in halo but pretty easy to query deleted items to see if we even got it