Matching a sender email address to a user

The instance matches a senders email address to an active user in the User [sys_user] table using inbound actions.

Note: The Email Automatic User Creation plugin must be active.

When processing an email, the instance sets the current user to the user whose email address matches email.from. Inbound actions can then reference that current user. For example, the base system inbound action Create Incident sets the incident's caller_id to the value returned by gs.getUserID().

If multiple users have the same email address, the instance first searches for an active user with the email address. The instance does not match inactive users.

Note: Each user record must have a unique email address so that the instance can reliably match the email to the correct user.
If providing a unique email address to each user is not possible, assign a shared email address to only one active user so that the instance always matches incoming email from that address to the active user.