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Forwarding incident to another mailbox

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Dear All,

Hope you are doing well.

We have 2 mailboxes (Mailbox1 and Mailbox2) for which both Incoming and outgoing emails are enabled. Both the mailboxes are handled by different groups of Agents from different business units. 

We have set EGW_LOOP_PREVENT_ENABLED to NO as Agents can forward mail from Mailbox1 to Mailbox2 or vice versa. Also we have set IFWD_UI_FROM_ADDR to 2, as we want all the communication From address should be the incident mailbox.

if end user is sending mail to 1st Mailbox for some issue, Incident is getting created and assigned to Agent (Agent1) from Mailbox 1. Now if Agent1 is forwarding the incident to 2nd Mailbox which is handled by Agent2, instead of creating new incident, system is updating the same incident which is handled by Agent1. 

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