When a support ticket is received with no customer information and the subject contains ‘Optimal Blue Template’, this is an indication that the customer created a support ticket using the create support ticket from a loan number, and input ‘1’ as the loan number.
In order to find who the customer is, find the support ticket in Optimal Blue by going to Configuration without selecting a company in the hierarchy drop down. Go to Support Tickets and in the comments section you will see the name of the person who submitted the support ticket.
