I have been tasked with automating a process: getting GMS email alerts to automatically create tickets in ConnectWise, AND automatically assign the proper client.
In our environment we have a SonicWALL GMS that sends out email alerts. The GMS monitors 20 different SonicWALLS for 20 different clients.
The alerts are sent from firstname.lastname@example.org. The emails are sent to a distribution group email@example.com. In this distribution group is the member firstname.lastname@example.org. When an email is received by email@example.com, a ticket is automatically created in our ticketing system. This mail flow is working properly, no problems there.
Here's the challenge: in order to get the ticketing system to automatically select the company field for the company, the FROM: field needs to be a company contact. For example: gms@clientX.com
What I need is a rule that can change the from email address: firstname.lastname@example.org to a client contact email address gms@clientX.com, based on the SonicWALL serial number in the subject or body of the email. I don't need to redirect the email, I can get it TO the right place, I just need to change where the email is FROM, so the ticketing system assigns the correct client
I have researched this extensively. I've tried Outlook rules, but can't find one that will "send as" a different user. I have researched Exchange mail flow rules that adjust message header information, even opened a ticket with Office 365 support, and they hit a dead end as well. Does anyone have any insight on how to change the From: field in an email's header using Outlook or Exchange online?
*************EDIT*************** For clarity I have added a diagram that shows the flow and what needs to happen. The To: field does not need to change. The emails are being delivered to where they need to go. When they get to where they are going, the From: field needs to change.