I don't have that answer for you myself, but I'm sure our Support team would be able to assist. If you create a ticket from the support site, we can have a technician reach out to assist. Here's the link: Support for FootPrints - BMC Software
There are also a lot of smart folks. One of them may have suggestions as well.
Hi Conrad, can you post your incoming email workspace settings for that container. And the user's role in that container.
Also, what version are you on?
Did you get this resolved?
If you go to
Administration > Email Settings
Incoming EMail (workspace)
Select the relevant workspace
What options are set for Create for Customers and Create for Agents?