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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?

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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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Is the user subscribed to the service under which this is being raised?  I'm intrigued that you are using user account for a supplier and not an Contact.  Was there a particular reason for going this route?

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