5 Replies Latest reply on Mar 3, 2016 1:24 PM by dunnsu

    How to display end user name on dashboard when incident submitted through email?

    dunnsu Apprentice

      Hello.  I'm having a problem with the query that sets up my Help Desk dashboard for incidents in Service Desk 2016.  When a ticket is opened via email, the column we call "Submitted By" shows that the incident was submitted by "system" rather then the actual name of the sender of the email.  In my query I've tried both Raise User.Title and Created By.Title attributes and they both return "system" rather than parsing the end user name from the email.

       

      My previous version (7.5) uses the attribute End User.By and it works correctly.  End User is not an option in my attribute list in SD 2016.

       

      Does anyone know how to get the dashboard query to reflect the actual user name?

       

      Thanks!

      ~Susan