I was wondering if anyone has ever tried what I am proposing.

We have alot of users that email technicians directly instead of going through our helpdesk and I was wondering if there was an easy way to for those technicians to forward that email to our service desk email account so it will create work orders?

We've had some success with this with some editing such as changing the @@Requester=User Name@@ to whoever sent the email and changing the @@Technician=Technician@@ to themselves. But I am hoping someone has figured out how to replace the User Name with the original sender and the Technician with the current sender.

Just trying to streamline this as much as possible right now I have quick actions in outlook to forward the emails with specific technician names but I always have to edit the Requester.

Thanks,