In order to provide information into the ticket the software must be able to communicate with the Active Directory server. 

When an email is received it performs the following actions;

Compare senders email address to Active directory email addresses to get user data

Review the User Data Office field against Location names in Site Manager

Create the ticket and populate the User name, telephone number, email address and Location if the Office field value exists as a Location name

**PLEASE NOTE - If the Office field is empty or contains a value that does not equal a Location name the ticket will be placed in the location Ungrouped and assigned to the catch all user defined in the Manage Sites Configuration Page