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3372934 - Service Request Documents are Not Created From Email via Outlook Addin


You want to create Service Request documents using the e-mail service.request@my<number>, however, no Service Request is being created in the system. 


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Reproducing the Issue

In this example we will use Microsoft Outlook.

  1. Open Microsoft Outlook.
  2. Click New Email.
  3. Enter (myABC represents the tenant number).
  4. Click Send.
  5. Log into the system.
  6. Navigate to the Service Desk work center.
  7. Select Service Request.

You see that no Service Request was created from the e-mail sent. 


The reason the system is not receiving the e-mails being sent is because you are sending e-mails to, whereas the target tenant URL contains .cloud.



This is the system expected behavior.

Please make sure that sent to e-mail is the accordance to the target tenant URL. 

See Also

2025807 - E-mail Text in Edit Output Settings for Service Request is Read Only
2880782 - Duplicate Service Requests Created via Outlook Addin
2036320 - E-Mail, Phone and Fax of the Processor in the Output Document of a Service Request is Not the Expected One
3345865 - How to Create Service Request via Microsoft Outlook 

Configuration: Creating Service Requests From Incoming E-Mails
Create Service Requests from E-Mails


Service Request, E-mail, .cloud, Not, Created, Microsoft Outlook , KBA , SRD-CRM-SEO , Service Orders , How To


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