Site not pulling into new tickets automatically

Site not pulling into new tickets automatically

Hello,


We are on version 9308 and have had one instance of ServiceDesk for IT running for years.  Recently, we added a second instance for our Payroll department with all new and separate data.  I set up the new Payroll instance by mirroring what we had in the IT instance and went through all the sections in the Admin tab. 


I've noticed when new ticktets come into the system via email, that the Site field is populating much more, 90% of the time, in the new instance.  The old IT instance does not populate this field, although it is set up to pull in the site. 


Any recommendations or advice for this would be appreciated.  Thank you.   

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