All Expried incidents going to one mailbox

Summary

replying to expired incidents going to common single mailbox irrespective of business rules

Content

Hi All,

When customer replies through mail of an expired incident it is creating new incident in rightnow that is fine as per the documentation.

But all incidents are going to single mailbox that is not even default mailbox as well, we have checked all business rules and nowhere such configuration is there. can such type of configuration can be done on top of business rules? if yes any ideas please.

Thanks & regards

Kesava

Version

service cloud 19A, CP 3.3