It seems that LT will take the information like email address of the client that is submitting the ticket etc and just drop all of that into the body of the ticket and not into the appropriate XML fields that AT can then use.
I have played with this a bit and can't seem to get it to pass an email address as the ticket submitter.
The plugin seems very limited from that standpoint.
If a customer opens a ticket you can't respond back directly, workflows won't function correctly if they are set to notify (there is no client email address in any field that AT can read) and much of the automation is lost.
The monitor-to-ticket piece is still solid, but anything generated by a client gets to a manual process very quickly.
Does anyone have any workarounds for this? Email2DB maybe?
Any info is really appreciated.