I am creating this article based on some situation I have faced in my last project. I have searched a lot and used the SAP guides as reference to configure e-mail settings in my Cloud for Customer tenant.
The system was working as expected when I was sending the e-mails to the internal recipient from the system:
However, when I directed the e-mails from my Mail server to this internal address, sent e-mails directly to the company e-mail address, I was facing some errors in Web monitor and no records was arriving in the system. No SAP notes was found to cover this issue.
After some tests I changed my mail channel and informed directly the company domain, as the example below:
Guess what happened?
For my surprise, the e-mail was arriving correctly in my tenant and the ticket was created successfully.
So.. how is it possible If I was directing the e-mails to “cod.servicerequest@myXXXXXX.mail.crm.ondemand.com” and there were no Channel using this address anymore?
I raised a ticket to SAP to better understand this behavior and after some Call I was informed that SAP administer this internal address as a kind of “Hard code” in the system (or in some internal settings). It means that you don’t need to create your channel using this address, but you still need to direct your e-mails in the mail server to this address.
So, try to direct to the formats below, depending on your business scenario:
- B2C: cod.servicerequest@myXXXXXX.mail.crm.ondemand.com;
- B2B: cod.B2B.servicerequest@myXXXXXX.mail.crm.ondemand.com;
It worked fine for me and otherwise SAP raise any new note informing something different, it should work for you too!
See some tips below about this subject:
- In your Mail Server does not FORWARD the e-mails, otherwise in your tenants the e-mails will not arrive with the consumer address as the Sender. In your Mail Server DIRECT it!!! Like the image below:
- Do not forget to update the mail address from your Service Organization unit where your employee is assigned, otherwise when you try to answer the e-mail the system will pick the internal default sender. Also, in your service ticket, this service unit must be determined and you must be the responsible for the ticket.
Hope it can help!