email to requester mapping issues --> multiple email address fields for requester ...

Hello

We are working with SD+ 8.0.0 Build 8009

Our requester base has the email address field filled in.

When a requester opens a request via email, SD+ automatically maps the request to the correct requester according to the email address which SD+ found in the requester base.

So far, so good.

Sometimes, we encounter the problem, that a requester sends an email to SD+ using his private email address (we have lots of mobile users) or an alias address. If so, SD+ cannot find the email address in the requester base and therefore cannot map the email to a requester. SD+ then creates a new SD+ requester giving this new email address.

In SD+ admin Self-Service Portal Settings, we activated 'Email from new users' as we do not want to 'loose' requests sent by mail.

We tried to add an additional requester field with a secondary email address and did some testing, but SD+ is not looking in those fields to map the eMail-address to the user.

So, here is my feature request:

Please add (at least) one additional email address field to the requester data and let SD+ check this/those field(s) to map mail addresses to requesters

Thanks for any feedback

Best regards, Marc Ludwig
Luxembourg