We have multiple technicians who are working fine. We have a single tech who is exhibiting weird behaviour.

1. Requestor creates a new ticket

2. SDP notifies Requestor of new Ticket creation by email

3. Ticket is assigned to Technician

4. Technician is notified by email about ticket Assignment

5. Technician replies to the Email Notification *by email* 

6. SDP shows the email in the ticket as 'Anonymous User' rather than 'Technician', and the message is 'locked/not visible to Requestor'

All other Technicians are able to use email to reply to tickets with no issues.

All users are AD enabled.

I have looked through the logs but haven't been able to track any issues.

Has anyone else seen this issue?

Thanks.