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 support@yourcompany.com
    You configure the email listener to fetch mail from support@yourcompany.com
    The mailbox also has an alias of helpdesk@yourcompany.com

    Email sent to support@yourcompany.com creates an Incident as expected. 
    Email sent to helpdesk@yourcompany.com 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 support@yourcompany.com
    You forward all email to yourcompany.support@saasit.com
    You configure the email listener to fetch mail from yourcompany.support@saasit.com

    Email sent directly to yourcompany.support@saasit.com creates an Incident as expected.
    Email sent to support@yourcompany.com 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.