User Cannot Access ANY Tickets Submitted through email

[SParker12]

is

[Rick62]

@SParker12,

Did you verify the record exists?  What do the inbound action logs say?

[SParker12]

Yes, when I check the record exists they are having trouble accessing their incidents to respond. The inbound action has the recipient listed as the email address to send incidents to

[Prabu Velayutha]

@SParker12  what is opened by and caller value on the incident record? if it is not the sender then there might be some security restrictions on the incident table. 

To fix the mapping you need to update he mapping on the inbound action - action tab field mapping or script.

[SParker12]

Let me explain more in detail. My team has an email address for normal support inquires (support@mycompany.com) Now we have a second support email address to help users in a specific department (help@mycompany.com) This user has been sending incident tickets through our second email address but cannot access their incidents in order to respond. I hope it makes sense