We are setting up a web form for our users to create service/incident requests. I have been able to successfully have the form create an email with the commands parsed and it works perfectly when submitted by Technician. However, if the requester is a user (with login permissions), the Email Commands are ignored and the system creates a ticket with all the parser commands in the body of the message.

What am I missing? We are running Enterprise edition, version 13.0 Build 13000.

Thank you!