Replies to Manual notification not being added a log comment in ticket in some cases.

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When some users reply to a manual notification from a CA SDM ticket, the response is not added as a Log Comment to the ticket, while other responses are logged.

Environment

CA Service Desk Manager 17.x

Resolution

Please check the email addresses that are being used to log the ticket updates.  A common scenario that may cause the issue is that two or more different contact records were found to be using the same email address.  

Service Desk will select only the first contact record it comes across that matches the sender's email address.  It will not be able to select a specific contact record based on any other parameters, including contact type.