Inbound Email - Caller ID

[cgreen2]

Hi,

If i look at my inbound emails all of the User ID's are the same person which happens to be the first active user (fulfiller) in our list - any thoughts as to why this maybe happening?  It's fine in Prod but not in Test.

For example if i send an email in to the system via my email the User ID is incorrect which in turns sends the email confirming the ticket has been logged to the incorrect user.

This is impacting the work i'm doing on an inbound email as the User ID is set incorrectly when the Incident creates.  I can 'force' the Caller ID / Opened by fields to be set in the email actions (I'm not a script writer) but when i look at the Notes tab the 'creator' is still the first user in the list.

Can anyone help please as i don't want to move this to Prod and encounter the same issue

Thanks

[Allen Andreas]

Hello,

This sounds like there may be some incorrect code or incorrect actions being set in your inbound action. Alternatively, there may be some other mechanism, such as a Business Rule, Email Filter, etc. that could be causing this.

I would recommend reviewing your past versions for this record and comparing to your current to see if something got changed accidentally, etc. Otherwise, please provide more details here for us to assist.

[cgreen2]

Hi Allen, 

Thanks for getting back to me, these are currently the Actions set up in the Inbound Email:

However when i look at the Inbound Received emails they all have a User ID that is for the first person in our user table (fulfiller role) not myself:

If i update the Actions to set the Caller and Opened by to a specific user, these are populated on the incident screen but within the Notes tab it shows the email received is from someone else:

I'm hoping this helps  - although i'm wondering if there is a business rule that i'm not aware off that's causing the issue?

[Allen Andreas]

Hi,

So that's interesting...changing the actions to a specific user does change the outcome, slightly, but it's still processing as if it's by a certain user. Is there a script also associated with this inbound action? That will run in addition to the actions you have configured, and the script runs after fields are set in the actions piece. In the script, maybe the user is being set somewhere?

In some of the inbound actions, there's calls to script includes and in those script includes sometimes the user is being set through some form of evaluation. Like, if you don't have a "guest" user account and the user who emailed in doesn't resolve to an actual user, things can get alittle wonky. But, you said even when you email in, it's still showing as this over user.

Can you double-check and see that somehow this other user's email isn't your email?

So you have a few things to check just to make sure there isn't any funny stuff going on. Let me know?