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Inbound Email not working


Brhow
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Inbound email doesnt seem to be working on my instance. I would like to set up updates on my incidents from reply emails. I successfully receive outbound emails from the below address when i send them or change request statuses.

Delivery has failed to these recipients or groups:

cpdservicedesk@live.hornbill.com
The e-mail address you entered couldn't be found. Please check the recipient's e-mail address and try to resend the message. If the problem continues, please contact your helpdesk.

The following organization rejected your message: maillive.hornbill.com.

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  • 2 weeks later...

@Brhow that is a Hornbill email account. When did we provide this mail account. Was it during switch on? Looks like there is some incorrect configuration there...

NOTE: I would like to remind everyone that Hornbill forums are publicly accessible so one might need to be careful when posting sensitive/confidential information, such as email addresses.

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@Victor Hi Victor, 

 

Thanks for your reply, you did provide it to us. From my talks with Steven it seems like the format is set as support-[instancename]@live.hornbill.com. I have raised a question as to whether it can be amended. In the end i got it working by adding a new alias with the support- at the front. 

Thanks

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3 hours ago, Brhow said:

I have raised a question as to whether it can be amended. In the end i got it working by adding a new alias with the support- at the front. 

I think our product specialists are the best positioned to advise on this. You can raise a request in this regard with them using the services available on our customer success portal: https://success.hornbill.com/hornbill/servicemanager/service/20/catalogs/

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