Values automatically set from incoming email

The default inbound action for the Incident table automatically sets the following field values when it receives an incoming email.

Table 1. Values automatically set from incoming email
Field value set Value used from incoming email
current.caller_id User ID of the first user whose email address matches the email.from variable.
current.opened_by User ID of the first user whose email address matches the email.from variable.
If multiple users have the same email address, the instance first searches for an active user with the email address. the instance recommends having unique email addresses for each user record. If providing a unique email address to each user is not possible, the instance recommends only having one active user with the shared email address. This configuration guarantees that the instance always matches incoming email from this address to the active user.