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Need the Ability of the Remedyforce Email Listener and Email Conversation to Select the Correct User based on Email When there is more than one user in Salesforce with the Same EMail Address.

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Need the Ability of the Remedyforce Email Listener and Email Conversation to Select the Correct User based on Email When there is more than one user in Salesforce with the Same EMail Address.

 

We have several users that are associated with multiple Salesforce service accounts but the accounts use the same email address.  Example:

Tom Smith - main account the user users with email Tom.Smith@mycompany.com

ServiceAdmin - Service account but email is Tom.Smith@mycompany.com

IntegrationAmin - Service account but email is Tom.Smith@mycompany.com

 

When a email update is sent to Remedyforce there is no way for the email listener to tell which account to associate with the update.  In this case Remedyforce selected the IntegrationAdmin vs. the Tom Smith account.

 

We would like an additional check performed perhaps a checkbox added:  "RFUser" that we could check or uncheck to differentiate what is merely a service account vs. a Remedyforce user.

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