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User with two different items but same OU

Hello friends,

I have a problem with a customer (User) that has two items assigned for two different products (product1 and product2) that we give him support but as you may know he belongs to the same company (OU).

So when he needs to open a ticket by email how ServiceDesk knows if this ticket is for product1 or product2?

Hope you can help me and thanks in advance.
Regards,
MS.

PS: I'm using ServiceDesk v7.4