Requestor change with automation

Is there a way to change the requestor on a ticket with automation? We are getting alerts from an email address and they get sent to our tech support email. They have the name of the domain user in the subject line and can also add it anywhere in the email. Usually, TDX makes the email address that is the sender as the requestor, how can I change that automatically to the domain user?

Asked by Justin Goode on Mon 11/13/23 2:27 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 11/13/23 2:42 PM

Hello Justin,

Unfortunately the automation rules cannot change that value on a ticket. I don't know of a good way to achieve this for you if the real person's info is going to be in the subject line outside of using iPaaS.

Mark Sayers
Sr Support Consultant, CS

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