Requesters being created under MSP Requesters
Hi
We recently upgraded to SD+ MSP 7.6 and have noticed some changes which we don't know how to fix.
In version 7513, we had a POP mailbox which had multiple aliases pointed to it for all our accounts.
client1@ company.com --> servicedesk@company.com
client2@ company.com --> servicedesk@company.com
client3@ company.com --> servicedesk@company.com
This worked fine for us, most clients would email their specific account email address, and for those who sent an email directly to the servicedesk@company.com address, it would get logged with no account if they weren't already setup as a requester, and then we could go in and assign the request and requester to an account.
Now in version 7.6, when a request from a new requester gets sent to servicedesk@company.com it gets logged agains the internal helpdesk and the requester is created against the MSP requesters.
Now I cannot see a way to convert the MSP requesters details to a normal requester without deleting the MSP requester and re-creating it as a normal requester?
Is there a way to have this function as per build 7513, but allow the "internal helpdesk" to have a separate configurable email address, just like it is for each account? Or someone let me know a workaround for this?
Cheers
Dale
We recently upgraded to SD+ MSP 7.6 and have noticed some changes which we don't know how to fix.
In version 7513, we had a POP mailbox which had multiple aliases pointed to it for all our accounts.
client1@ company.com --> servicedesk@company.com
client2@ company.com --> servicedesk@company.com
client3@ company.com --> servicedesk@company.com
This worked fine for us, most clients would email their specific account email address, and for those who sent an email directly to the servicedesk@company.com address, it would get logged with no account if they weren't already setup as a requester, and then we could go in and assign the request and requester to an account.
Now in version 7.6, when a request from a new requester gets sent to servicedesk@company.com it gets logged agains the internal helpdesk and the requester is created against the MSP requesters.
Now I cannot see a way to convert the MSP requesters details to a normal requester without deleting the MSP requester and re-creating it as a normal requester?
Is there a way to have this function as per build 7513, but allow the "internal helpdesk" to have a separate configurable email address, just like it is for each account? Or someone let me know a workaround for this?
Cheers
Dale