This would be an idea. Presently the incoming email matches with existing user and populates the correct client id.
The settings present under Incident email settings under RF administration.
If you have few customers you can use workflows and apply diff. templates but not great solution. This would have lot of combinations as probably your end user list would be always large.
Current option is staff should populate the client id from console or using on behalf from self service and enter ticket.
I have a support ticket open with BMC about this behavior on client id. When updating incidents via email the Client ID field will change to the user that matches the email address the update came from. That's not good.
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Please vote this idea..... clients want something that works like that! thats work