An incoming mail account should be able to specify additional aliases that correspond to the mailbox. In essence, the challenge we're running into stems from the fact that our mailbox for WHD receives mail via 2 email addresses. The first is heldesk@mysite.com which is for regular email from users. The second is helpdesk@voicemail.mysite.local, which is how our voicemail system drops voicemails from our IT Support Hotline (emails with WAV file attachments) into the mailbox so that the voicemail is automatically converted to a ticket. This has been a great setup for us in the past, as we never have to check our IT Support Hotline voicemail box; voicemails are automatically converted to tickets with WAV attachments. Awesome! In older versions of WHD (10.1.7.1 and earlier), this worked fine. Now that we are running 12.3 the WHD is looking at the header of the incoming emails from the voicemail system, seeing that they're addressed to helpdesk@voicemail.mysite.local, and adding this address as a CC on the new ticket. This creates an e-mail loop, which is obviously highly undesirable. What I am suggesting is that it would be appropriate to be able to instruct the WHD as to what other email aliases exist for the WHD mailbox, so that those addresses may be ignored when the WHD is parsing the header of the incoming mail messages. See screen shot below. With this in place, no CC would be added for our voicemail system's address and we'd be in much better shape. From what I understand, other clients have also struggled with the inability for WHD to handle email aliases for the mailbox that WHD uses to receive e-mail.
