Hi,
The user (employee) Māra Kalve (icon MK) was created yesterday by logging into the client portal using the email address mara.kalve@lnkc.gov.lv (the email address in the client list is “private email address”).
In the client list, you can see 2 more client records that were created earlier and refer to this employee, one of which is also mara.kalve@lnkc.gov.lv. She also logged into the client portal with this email address before (3 times out of 10; the other tickets were created in an anonymous session).
Also, as the user "Māra Kalve" (icon MK), she receives notifications by email mara.kalve@lnkc.gov.lv . If she uses the client portal for a comment in a ticket, everything is OK. But if the comment is submitted as a reply to a message received in an email, the comment begins with "mara.kalve@lnkc.gov.lv (not a request participant)". This negatively affects the operation of the automation that responds to the client's response.
What is the reason for creating a new account with a "private email address" if a client with such an email address (mara.kalve@lnkc.gov.lv) already exists and how to prevent clients with a "private email address" from being created?
