Our instance creates an incident when people leave a voicemail on our HelpDesk #.
We have a + email set up to receive as an email once a voicemail is created, then a incident is created.
The problem is when our inspectors are out in the field and they need to use their cellphones to call in, so they're thinking an incident will get created but ServiceNow is "received-ignored" the voicemail and not creating an incident for them.
I tested by putting my cell phone into my user profile then calling HelpDesk and leaving a voicemail but it still showed received-ignored still.
I noticed when I opened one in History that it's reading the user in this format (whatever caller ID it's picking up) and doesn't recognize the cellphone # from the user profile.
How can I get this to work for our customers?
Thanks in advance!
