We were creating tickets from an email sent by an Exchange mailbox. This was working correctly, the @@ commands assigned the ticket to the correct template and pre-populated the fields.

We've now moved to using a Sharepoint list and the workflow from the list generates an email.

The email is identical to the previously successful email and the email address it is using is listed as a technician in ServiceDesk.

But the email generated by the workflow does not assign the ticket to the correct template and pre-populate the ticket.

It does create the ticket, so ServiceDesk is receiving all the details, it is just not being processed.

Is there any explanation as to why ServiceDesk would fail in this way and how to fix it?

Snippet of command:

Subject line: @@@ Request for New Temporary Staff to be set up 

Body:

@@OPERATION=AddRequest@@

@@REQUESTER=recruitment@@

@@REQUESTTEMPLATE=test1@@