If the requester sends an e-mail message with additional information to an existing request, you can load this message into the Request Log directly from MS Outlook. Please follow the steps below:

Go to the Incoming folder in MS Outlook and select the message or messages that you want to load into the Console.
In the Console, go to the list of requests to be resolved and select the request to which the message should be assigned.
Go to the Request Log, right-click on the bottom part of the window and select Load messages from MS Outlook from the context menu.
A window will open where you need to permit the access to the data stored in MS Outlook. Permit the access for 1 minute.
The selected messages will be loaded into the database and displayed in the Log.

Note:

If the sent message does not have the subject filled in, the placeholder text "(untitled)" is used for the request name, or "(without subject)" for the creating message in the request respectively. The quotation marks in the placeholder text are not a part of the strings.

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