I've got a few issues I'm trying to solve here, and I know there are some limitations, but I'm wondering if there are some creative minds out there that can help me:

I've got a phone system that sends SDP an email when a voice-mail message is left for the service desk. The email is always from voicemessage@mypbx.com (this is an example email address).

Issue #1:

I'd like to use email rules to set the Mode field to ServiceDesk Email Message, because we have a 15-minute SLA around VM messages that I'd like to track. The email rules, however, don't seem to be able to recognize this email address/requester, and so the rule does nothing.

I'd also like to set the SLA here using a rule, but, again, I can't seem to do that. Any thoughts?

Issue #2:

When my technician picks up the ticket, they change the requester to match an SDP account requester.  However, doing this then obfuscates who the original requester was, and so I can't run a report showing all the requests that originally came in from voicemessage@mypbx.com (or can I?)

Naturally, this requirement goes away if I can solve Issue #1.

Thanks in advance for any advice.

Sincerely,

Adam