Out of box, when an incoming email is received by SDM, SDM will need to match the incoming email address with
some contact's email address in SDM repository to decide if the operation is allowed. However, sometimes the incoming
email does not come from some SDM contact email like an analyst manually notifies someone or the notification email
is forwarded to someone who is not in SDM contact repository and in this case, the replied email still should update the
related ticket. This tech doc explains how this feature can be done.
How to enable incoming emails update tickets, though the email address is not in SDM repository?
Besides set up proper mail box rules, SDM administrator should do the following as well:
1. Make sure the mailbox "Allow Anonymous" checkbox is checked. this can be checked from mailbox detail web
2. Modify the System_Anonymous(with user id: anonymous) contact has the right security to update tickets. For example,
out of box it is set to Employee and it should be changed to Analyst. Also notice that SDM would need to recycled if
this System_Anonymous is modified.
Refer to online documentation on how to set up mailbox rules.