3773690 - email-to-ticket creation fails; channel emails bounce with "external forwarding blocked"

Emails sent to an email channel do not generate tickets but bounce back.

Web Service Message Monitoring shows: "Missing channel e-mail address in recipient fields (TO or CC)".

Bounce messages include: "Your email couldn't be forwarded...", and "550 5.7.520 Access denied, Your organization does not allow external forwarding. AS(7555)".

SAP Cloud for Customer

1. Send an email to the channel email address.
2. Observe that no ticket is created and the email bounces back.

The organization's email server blocks external forwarding from the channel mailbox to the application's technical processing address. The bounce error "550 5.7.520 Access denied... AS(7555)" indicates external forwarding is not allowed.

1. Ensure users send emails to the configured channel email address, not directly to the technical processing address.
2. In the organization's email server/security policies, allow external forwarding from the channel mailbox to the application's technical processing address.
3. If a policy blocks auto-forwarding to external recipients, create an exception for the channel mailbox and the technical processing address.
4. Verify that the channel email address is present in the To or CC fields of incoming emails.
5. If issues persist, involve the organization's email administrator to review mail flow rules and delivery logs; this configuration is outside the application.

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