Under normal circumstance any recipient within incident details are shown as fully resolved emails
For example: If a user will send an email and enters in the recipient field a username, the email client (outlook, domino) the email it will resolve to will be displayed.
If user enters "First LastName <[email protected]
>", it will be displayed in incident in same way. That is - "First LastName <[email protected]
However, in the following scenarios the recipient field will display "First LastName" in the way it has been entered:
- Recipient string is distribution group. Agent can’t resolve the group
- User has specified display name, and domino/Exchange server is not accessible (eg being off network)
- Not able to resolve the user name for some reason. It could be case of partial or wrong recipient.