Why is the channel ID set to the default email channel for some of my inbound emails?

Let’s say your customer sends an email to your support email ID such as [e-mail], and it’s redirected to the Oracle mailbox. Here’s what happens:

• If either the To or CC address specified by your customer matches the account name of any channel defined in the application, that channel ID is set on the service request (SR).
• If neither the To or CC address specified by your customer doesn’t match the account name of any channel defined in the application, then the channel ID on the SR is set to the default channel, which is Email.