Why are inbound emails via Email to Case On-Demand not taking the default Routing Address values?
|Knowledge Article Number||000123531|
After creating a new Email to Case On-Demand Routing Address, the administrator may notice that inbound emails redirected to the Email Services Address are creating cases as expected, however some of the configured default values which include:
The behavior generally occurs when the Routing Address has not been verified. When a new Routing Address is created, a confirmation email will be delivered to the address, where a link must be selected for validation.
The status of Routing Addresses can be viewed under Setup | Customize | Cases | Email-to-Case. Under the Routing Addresses section, the admin should either see 'Verified' or 'Pending [Resend]'
To address the issue, verify the Routing Address via the confirmation email.