Undeliverable Emails
Introduce the ability for the Service Desk to automatically 'attach' any undeliverable emails it receives, back onto the record that sent the original email notification.
For example: an email notification is sent from an Incident but the email address used is incorrectly constructed (such as the u missing on .au); the Service Desk eventually receives an undeliverable notification which is 'attached' back onto the original INC and therefore notifies the assigned analyst who corrects the email address. At the moment if an email bounces then only administrators of the Service Desk have the ability to view the bounces. - the attachment sent back on the bounce contains the original notification and thus the ability for it to be processed correctly.