We have setup a few support email accounts that POP3 the accounts and pull the information for HD tickets into our system. All of that appears to be fine...We have a seperate group that handles marketing requests. We setup a seperate email for them and in the email account configuration set it up so that new tickets pulled in under that email address would map to their project folder "Support Requests" when we POP3 the account it pulls the items in, it does adjust the "requested date" as we specified and adjusts the "assigned to" but the "project" continues to default to HelpDesk even though in the configuration we mapped it to "Support Requests"

 Any insight on what may be wrong?

Thanks in advance,

Todd Jennings

Hello Todd,

Based on everything you mention, it seems as if perhaps when the email arrives it's created correctly using the values you've configured, yet something within the 'Support Requests' project is then bumping the item into the 'Help Desk' project. I suspect that either a field template or workflow step is responsible for changing the value of the Project field for those items.

Edit the 'Support Request's project and note which field template it's using for your tickets, and which workflow step the newly created items are placed into. Then edit the template and make sure that there is no default value for the Project field(such as "Help Desk"). Also edit whichever workflow step the new items are placed into, and make sure you're not changing the Project field value under the 'Step Actions' tab.

Let me know what you find or if you have any further questions.