Emails from External Addresses not Updating Request Timelines

[SJEaton]

Hi, 

We often send emails from a request to an external address (eg a new starter or our interpreter provider for our interpreter requests), giving the SR no. in the subject of the email but when these people respond, we have noticed its not updating the request with the emails they send back.  (If the email recipient is internal its fine).  Has it always been this way that emails received from external addresses don't update the request timeline even thought the SR no. is in the subject or is this an issue?

Sam

[David Hall]

Hi @SJEaton

My initial thought would be to check the service manager setting as shown in this screenshot as this could be the reason if the external recipient is not known on your Hornbill instance.

Regards,

Dave

[SJEaton]

Thanks Dave.