Alvao Service - New ticket from message - Recipients in To and Copy are empty - ALVAO has problems in processing these e-mails

This article is about product releases

ALVAO Service Desk 10.0 and higher

Symptoms

ALVAO does not work with recipients in the BCC row (Hidden copy).
Our system (Alvao Service), in this moment, needs at least one recipient in To row of the message.

As a last resort, we try to set a User name / E-mail value of the service to which this e-mail should be loaded.
But it can successfully process this message ONLY if this value truly has an e-mail format, so local usernames like ALC\user can't be processed.

Cause

The cause is a bug in ALVAO products.

Solution

Workaround

Issue number

T163456ALVAO

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