We have incidents created by integration. The device name is present in the description text, and the CI is marked in green. However, the CI is not added in the Involved CIs section. If we open the incident and press «Save», the device is added in Involved CIs.
We raised this to support, and the answer from support is: “CI Detection is a feature partially implemented in the UI, the direct email integration does not have the capability, so it cannot take advantage of the automatic device recognition capabilities. It is a good ER however”
We would like the device added to the Involved CIs automatically.