Hi,

In my environment it is very common for requesters to email technicians directly.

At the moment the technicians manually create an incident on behalf of the requester, but I am wondering if there is a way whereby the technician can forward the email to SDP from their email client, and have SDP pick up the correct requester address. If they forward the email at the moment SDP sees the technician as the requester.

I have tried the 'mail redirect' extension in Thunderbird which nearly works - except that the request isn't created in the right support group (the request is created without any support group assignments)

Thanks!