we have a couple of employees with a problem.

When they email us they email with an address like this:  firstname.surename@example.com

when we inspect the incoming mail the email address is changed. it become a underscore "_" instead of a dot  "." when they log in intro the self-service portal using AD authentication they can't see the ticket. Because its sent with a different email address

Why is the dot changed to a underscore?

our email program is   IBM Lotus Notes

kind regards,

Jordi van Oosterbosch