When an email is sent to Service Desk, the incident is created in the name of the person who sent the email.
I would like the ability to send an email to service desk to create a ticket on behalf of a user / requester. Once the email hits the system, it is placed in the appropriate users name, and i am not required to go into service desk to change it from the email senders to proper requester.
I am not certain where CoPilot got this information from, but when it was asked, it gave this response as an option.
If the info can be incorporated into service desk, it would make a good addition in my book.
Info from CoPilot
By default, when you send an email, the ticket is created with your email as the requester. However, to create a ticket on behalf of someone else via email, you have a few options:
Option 1: Use the CC Field
If the system is configured to recognize the CC'd user as the requester, you can:
- Send the email to the Service Desk
- CC the actual requester
- Include a note in the body like:
"Creating this ticket on behalf of John Doe (john.doe@example.com)"
️ This behavior depends on how your SolarWinds instance is configured. Some setups may still assign the sender as the requester.
