With Dyn365 ARCUR, can you add rule to NOT include and Email Alias address to your Support Queue Address?

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Posted on by jenihana

We have our Support Queue that has the address support@company.com, which creates Tickets IF that address is in the To.. line of and Email.

Now, the powers that be are looking to add some Alias email addresses for certain client's, so they can send emails to our Support email, but not create Tickets. Eg. Alias emali address created for first client is client-support@company.com, which we don't want to create a Ticket if anyone sends to that address.

However, on testing in Dev environment, since this is an Alias email address, it looks like Dynamics is reading it as the support@company.com email address. I did update the ARCUR rule to say Email To recipients does not contain client-support@company.com, but it still creates a Ticket due to the statement above.

Does anyone have a workaround or know how to solve this issue?

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