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How do I get an inbound email sender to be set as the Customer of a new Request?


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I have a supplier who sends us alerts that I want converted into incidents through the inbound routing rules, but despite the fact I have their email address as the logon ID and email address and userid of a user entry in our database, it still doesn't recognise them as a Customer in the sense of defining that on the Request; and I need a customer in our workflow for it to work.

There must be something really obvious I'm not doing. Can anyone help with this please?


The rules work and an Incident gets logged in the right service and cat item, I just don't have a Customer:


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