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Can we view the email headers for incidents created from email submitted to a mailbox?

Environment:

Incoming E-mail

Resolution:

When end-users submit a question via email or update an existing incident via email, their email header information can be saved and displayed in the incident thread.

If the EGW_SAVE_EMAIL_HEADERS configuration setting is enabled (default is disabled), the envelope icon appears in the incident thread entry header. When a staff member clicks the envelope, a pop-up window opens that displays the email header information for the email sent by the end-user.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

Note: To copy header information from an incident, you can click on the envelope icon to view the header, highlight text for copying, then paste into a text editor or a private note if desired (after saving the incident you can then forward the incident to another person and the internal notes are included in the forwarded incident).

Also see Pro Tip - Accessing and Understanding Incoming Email Headers