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Source of Incidents being changed when Email update recieved.

Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

Is there any way of preventing the system from changing the source of an incident.

We are encouraging uses to use the Cireson portal to log incidents. However in our reporting we are picking up lots of incidents logged via email. We have not turned on the email facility for Incident management (although we do have email as a source in the source list)

If a user responds to a request for more information via email, the Source of the Incident is changed by the workflow to Email. However we wish to t=retain the original source of the call, not have it changed when an email update is received.

Has anyone any ideas as to how to eradicate this issue.

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