So I'm just playing around with the Automatic Ticket creation and I'm able to get some stuff working, but not others and I'm not sure what I'm doing wrong...here's a copy of the email from our PRTG Monitoring solution that's being sent to ServiceDesk Plus

@@OPERATION=AddRequest@@
@@CATEGORY=Operating System@@
@@SUBCATEGORY=Windows Server 2003@@
@@LEVEL=Tier 1@@
@@MODE=E-Mail@@
@@PRIORITY=High@@
@@URGENCY=High@@
@@IMPACT=High@@
@@GROUP=Hardware Problems@@
@@REQUESTER=PRTG@@
@@REQUESTTYPE=Incident@@
@@ASSET=ServerName@@
@@TECHNICIAN=TechFirst TechLast@@

 Now the funny thing is when I look at the automated ticket creation, the Priority is set to High, The Category is set to Operating System and the Sub Category is set to Windows Server 2003. Also, the Asset and Requestor are tagged correctly as well and the Mode is set to Email.  

All the other fields that I've tagged in the email like Group, Technician, Level, RequestType, Impact and Urgency are not set at all.  

Any idea what I'm doing wrong?

Thanks