Description:
Maileater - Shows different behavior in the creation of the request by email, on the basis of:
%CUSTOMER active/inactive/unknown/empty
Sender having email address known/unknown by Service Desk
email_anonymous_allow option installed (in 12.1)/Allow Anonymous checkbox in Mailbox detail page checked (set to Yes)
Solution:
General rule:
%CUSTOMER specifies valid contact - the request is created as expected if the sender's contact account has the permission to search for Contacts.
%CUSTOMER specifies inactive contact - the request is NOT created as expected as this should not be allowed (tickets to be open for employees who are no longer with the Company cannot be raised)
%CUSTOMER specifies incorrect contact - the request is NOT created as this is a error condition.
%CUSTOMER is empty - the parameter is ignored - ( no error condition in finding the contact.) - the request is created here based solely on other parameters.
Allow_anonymous does not work in conjunction with %CUSTOMER.
Following are some more detailed scenarios.
Scenario_1:
%CUSTOMER=XYZ123 is known by Service Desk and is active
Sender has an email address known by Service Desk and this user has the appropriate permissions to search for Contacts
Scenario_2:
%CUSTOMER=XYZ123 is known by Service Desk and is active
Sender has an email address unknown by Service Desk or known by Service Desk but with the user not having the appropriate permissions to search for Contacts
Scenario_3:
%CUSTOMER=XYZ123 is known by Service Desk and is inactive
Sender has an email address known/unknown by Service Desk
Scenario_4:
%CUSTOMER=XYZ123 is unknown by Service Desk
Sender has an email address known/unknown by Service Desk
Scenario_5:
%CUSTOMER keyword not present
Sender has email address known by Service Desk
Scenario_6:
%CUSTOMER keyword not present
Sender has an email address unknown by Service Desk