Could not resolve profile record

Version 1

    Details

    HMC is not matching email addresses to sender email and fails to create a record with the following error:  Unable to resolve Profile record.


    Resolution

     

    1) The HMC database>>Messages table>>Content column>>Stores the entire message ‘as read’ by the Listener.   Use this data to determine the email format of the incoming message (Sender ID/Email value/Display name).    
    a. You will have to match the EXACT way the message is being read to ANY field on the Profile table.
    b. Other options are to use an SMTP listener as this may read the email addresses differently or to modify the way message are sent via Exchange.
    2) You may use an 'Error handler' to create tickets for a generic account when the profiles do not match.