New Vision periodically polls the specified POP3 mailbox and extracts its content to generate Trouble Tickets and submit them to the Support Center. Then the messages are removed from the mailbox. If any of the required parameters is not specified correctly or is missing, the mail will not be collected.
As messages are removed from that mailbox, it is recommended to make support email as a mailing list or forward, with one entry for achiving purposes (for mailheaders and attachments, because tickets are generater without them), and the other to be a mailbox from which New Vision will pick up new tickets.