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>.mail.sapbydesign.com, however, no Service Request is being created in the system. 

SAP Business ByDesign

In this example we will use Microsoft Outlook.

1. Open Microsoft Outlook.
2. Click New Email.
3. Enter service.request@myABC.mail.sapbydesign.com (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 service.request@myABC.mail.sapbydesign.com, whereas the target tenant URL contains .cloud.

Example:
service.request@myABC.mail.businessbydesign.cloud.sap

This is the system expected behavior.

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

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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