Auto Reply Email setup on Inbound Email settings does not work

Question

Hi , 
 
 I've setup an auto reply template on the inbound mail account setup in Sugar, however when an email is received on the inbound mailbox(which is a Group Mail Box ) , the auto response email is not sent back to the sender from Sugar. I thought this would be a straightforward setup for an admin user however i'm left scratching my head . 
 Is there something i'm missing ? 
 
 Thanks, 
 Vijay

Vijay Nagarajan · Answer

Hi All, 
 The problem i reported is resolved. 
 
 The issue was with the FROM address set on the Inbound Mail settings, which had to be on a certain domain(abc.com.au) belonging to the client. (though the mailbox is a gmail one). So any email imported that had the gmail address on FROM , the auto response was not sent. so, the the issue can be classified as a setup error, however i don't see any documentation from sugar mentioning this (unless i did not look for the right one!) 
 We use Amazon SES mailing platform which is set as the System Email settings (Outbound) and any email, which validates the email address and if it does FROM the accepted domain (abc.com.au) it does not allow the email to be sent from Sugar. 
 
 Thanks for your support and advise.

Advanced Setup
Assign To Teams:	Global (Primary)	"From" Name:	RE TEST MAIL
Import Emails Automatically:	Yes	"From" Address:	example@something.com.au
Create Case from Email:	No	"Reply-to" Name:	RE TEST MAIL
		"Reply-to" Address:	lexample@something.com.au
Auto-Reply Template:	Test Auto Response	Allow users to send emails using the "From" Name and Address as the reply to address:	Yes
No Auto-Reply to this Domain:	none	Number of Auto-responses:	5
Leave Messages On Server:	Yes

Auto Reply Email setup on Inbound Email settings does not work

Advanced Setup