9 Replies Latest reply on Sep 12, 2017 4:36 AM by giorda62

    Identify the sender for email updates to Incidents

    giorda62 Apprentice

      I have successfully set up inbound email for Incident creation and update in Ivanti Service Desk 2017.1; when a new incident is created the sender address is mapped to an existing user and the Incident is associated with the corresponding user; when an update for an existing incident occurs via email, I can't find a way to see who sent the update; the updates is always shown as made by the "system" user; is there any way to map the "From" email address to the user that updates the incident, just as if it were updated via web interface?