In ServiceDesk 7.1, Send Email Only Updates Case If Sender is an Administrator

This is working as designed. However, if you wish to change the default behavior the method to do so is below.

Symantec Technical Support cannot assist with implementing this or any other customization to the product.

1. Open the SD.EmailServices project

2. On the Primary Model scroll all the way to the right and almost all the way to the bottom.

3. There is an embedded model called Add Process History and Documents to Calling Process, double click this model to open.

4. Now find the component called Log Email in Calling Process's History and double click to edit.

5. Click the ellipsis button after View Level: and change the Contact Value drop down from Admin to Contact.

6. Click OK back to the Primary Model and publish the project.