Forwarding issue with Outlook and Exchange

So, you've got the magic Fwd letters in the Subject line, but Helpdesk still fails to extract the original sender from the forwarded message?

The problem is that the From line in the message being forwarded does not contain the email address for identifying/creating the user in the helpdesk – it only contains the sender's name. Hence, the ticket is created on behalf of the forwarding technician.

Unfortunately, there is no way to change that. Internal addresses simply do not show as (in general) they are not needed as addressing the email by name would suffice since Exchange resolves them.

External addresses will show and do get printed. If an email gets forwarded, the external email address is also placed above the quoted text.

If the person forwarding the message to you was internal for the original sender and they were using Exchange, then the original addresses wouldn't get quoted either of course.
Creation date: 1/6/2016 2:44 PM ()      Updated: 7/30/2016 2:16 PM ()
Jitbit Helpdesk ticketing system - setting up email integration and solving common problems