Overview

A user is not able to locate a case created via email. Upon checking the email parser logs, it displays the following failure message: "Email rejected as the source email address is the same as an email queue in the helpdesk."

Solution

One will get this failure message in the Email Parser Log if the sender's email address is the same as one of the email queues configured in your helpdesk.

For example, if email "sample@email.com" is configured as an Email Queue in Kayako, and you receive an email from "sample@email.com" to any other Email Queue, Kayako will fail to parse the email. This behavior is intended in order to avoid an email loop between email queues.

This can be resolved in a couple of different ways.

• If the email queue using the sender's email address is not needed, one can delete the queue and reprocess the failed emails in the Parser logs to generate the missing tickets.
• On the other hand, if this email queue cannot be deleted, one needs to use a different sender address and ensure they are not sending emails to Kayako from an email address configured as an Email Queue.