When IPCs are updated via inbound mail, the 'last update' and 'last updated by' fields are not updated on the main window

Version 4

    Verified Product Versions

    Service Desk 7.7.xService Desk 2016.x

    Environment

     

    Landesk/Ivanti Service Desk - All

     

    Problem

    When using mail to update a record (e.g. adding notes), the 'last update' and 'last updated by' fields are not updated on the main window.

     

    Solution

    1)  Instead of using the default 'system' account for mail, create a new system user account (via Console > Administration component) with a different name.

     

    2)  Log into Configuration Center, stop your mail service, and edit it. 

     

    3)  Enter the new system user account in the 'Logon to Service Desk as' field.  See screenshot below:

     

     

    This user account will then be displayed for the 'last update' and 'last updated by' fields.