2 Replies Latest reply on Jun 22, 2016 10:44 AM by DrNelson

    Open an Incident with email

    DrNelson Apprentice

      I have it set up that if people send an email to the service desk email account it will open an incident. However people are getting an error "You are not a valid user of the system. Please try again using your official University email and netID." The problem is that some users have aliases attached to their email, the alias is what is pulled in from active directory. Ex: The person's actual email address is Joe.Smith@mso.umt.edu but active directory pulls in the alias Joe.Smith@umontana.edu. I can't manually change the email in service desk, because every time it updates it overwrites the email back to the mso account. Any ideas on how we can allow users to open an incident without giving them this error?