How to configure mailbox listener for email senders who are not in the HEAT system, either as Employees or External Contacts

Version 1

    Details

    This article explains how to configure mailbox listener for email senders who are not in the HEAT system, either as Employees or External Contacts.


    Resolution

    In Configure Application > Email Configuration > Mailboxes > select mailbox > Email Processor = Incident > Method 1 > "Create record without creating Employee or External Contact" (radio button). 

    This setting allows Incident creation if the user (either employee or external contact) is not in the system, creates the record, but links it to the "InternalServices" user.