Hi SDP MSP Team,

Since we have installed ServiceDesk Plus - MSP 8310 with this Enhancement:

"MSPSDP-7918 : Technician can create ticket through email for his associated accounts instead of his requesters using its account support email address.", we have a bizarre behaviour, that I will try to explain it:

- if a specific technician associated to the site AAA1 (example) sends an email to the sdp, the ticket is created, but its not associated no any site of any account.

Therefore the ticket is not visible to anyone, but the SDADMIN or people with permissions of SDADMIN.

When working with different technicians of different support groups 24x7, we get a lot of tickets opened by email not associated to any site, including not even the site AAA1 where all the technicians belong to as a master account.

The risk of giving the permissions of the role SDADMIN is too high for persons that do not manage the SDP, just to be able to view all tickets that does not have a SITE associated.

How can I solve this issue or revert or disable this Enhancement?

Before this new feature, all tickets opened by the technicians by email were associated to site where the technicians are associated, hence all tickets were visible.

Please help me!! Its an urgent internal issue!

Thank you.

MIGUEL LAMPREIA