Service Request is not getting generated

Service Request Should be generated when an email is Received , but when a user Confirms an Account and Sender's email address is a contact on that account then SR appears on WHR interaction record , However if the senders email address is not tied to the SOLD to it does not appear

ALL emails should generate and present an SR on the interaction record regardless of the status of the sender email address' relationship to the soldto.

Please Reply,

Thanks.