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, 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 and then use CTRL+A or CTRL+C to copy the content. Then, paste the information into the notes field of the incident using CTRL+V. Save the incident and you can then forward the incident to another person and the internal notes are included in the forwarded incident.