Trace | 
04 16th, 2008| 
When working with Altiris Helpdesk Solution be careful not to associate an email address of one of your users or workers with a queue. If you do this when that person sends in an email to create an incident it will generate an incident with no contact information. I have suggested to Altiris that they trust workers and contacts over queues by default. Here is a simple sql query you can use if you think you are running into this problem for a particular email address.
select * from contact
where email = 'emailalias@company.com'
If you get more than 1 result back you will experience the issue.
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