Email listener is not processing incoming emails sent to an email alias or forwarded from another mailbox

Version 1

    Details

     

    Scenario 1) 
    You have a mailbox [email protected]
    You configure the email listener to fetch mail from [email protected]
    The mailbox also has an alias of [email protected]

    Email sent to [email protected] creates an Incident as expected. 
    Email sent to [email protected] does NOT create an Incident.
    Emails are not processed and are archived/deleted. 
    The emails are not added to the Email workspace.
    No errors are present in the Logs. 

    Scenario 2) 
    You have an email address [email protected]
    You forward all email to [email protected]
    You configure the email listener to fetch mail from [email protected]

    Email sent directly to yourcompa[email protected] creates an Incident as expected.
    Email sent to [email protected] does NOT create an Incident. 
    Emails are not processed and are archived/deleted. 
    The emails are not added to the Email workspace.
    No errors are present in the Logs. 

     


    Resolution

     

    On the Inbox record, the option to "Ignore CC BCC Emails" is set. 

    This compares the 'Address' field from the Inbox with the To: field in the email and if the Address is not found in the To: field then the email is not processed. 

    Uncheck this option to allow emails sent to the original address to be processed successfully.