Find requester email when request is created in Portal

[Enrique Gomez]

Hi guys,

I am having issues identifying requesters because I cannot see their emails when the request is created in the Portal.

I had to open my service desk to public so basically anyone can create a request. The problem is that when they raise a request in the Portal, even when their email is requested to receive any further notification, I cannot see this email anywhere. I need to know their email to have more information from the customer than just their name.

I cannot even see this email with the email handler because the request came from the portal, not through email.

Any ideas on this it would be much appreciated.

Thank you in advance for your help.

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello @Enrique Gomez if you go to the administration view of users you should have that information there

[Enrique Gomez]

Got it!

This seems complicated in terms of, checking every time this happens, is there a way to add this "email field" to the issue for every request?

Thank you so much for your fast reply.

[Hernan Halabi - Elite IT Consulting Group]

In theory if you hover the mouse over the name it should pop up a small window that if you click on it, it should take you to the user profile. I can't tell if you can see the email there nowadays, I'm pretty sure it was possible in the past but this is constantly changing. Give it a shot

[Enrique Gomez]

You are totally right Hernan!

Thank you so much, this little trick would basically solve my issue.