We have incoming emails turned on and we do some validation on "From:" field on Email Messages form before creating an incident. Usually this From: field is the email address of the sender. For some random users the remedy email engine is inserting their Display name in the "From:" instead of their email address. Due to this our validation is failing and not creating a ticket. It works fine for most of the users, for only a few percentage of people email engine is having this issue. We talked to our exchange server guy and he confirmed the users having the issue are configured in exchange server similar to any other users that do not have this issue. Did anyone seen this issue or any pointers on where to start investigating this?
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