Celoxis allows you to use alias for creating a custom app item. Let us look at how it works.

Assume that you have created the following on your mail server:

Email account celoxis@acme.com which is also called the postman address.
An alias bugs@acme.com which forwards mail to celoxis@acme.com. For this you will have to set a forwarder in your mail server.

In Celoxis,

You have added a mapping such that emails received by Celoxis at bugs@acme.com are redirected to celoxis+NI-17f-2433@acme.com for creating an app item i.e bug
(bugs@acme.com:celoxis+NI-17f-2433@acme.com)

Joe sends an email to bugs@acme.com from his email client with the email in the format required to create an app item.
The email client then connects to the mail server for sending the mail.
Once the mail server receives the mail, it checks the following:
1. The To from the email to verify if the mail is from an authenticate user.
2. The From to verify if its knows the recipient. Here, the recipient is bugs@acme.com. The mail server then checks if there is any forwarder for this.
3. The mail server then deposits the email in the mail-box for "celoxis".
Celoxis connects to the mail server periodically to check if there are any emails.
Now, Celoxis finds that in its mail box, there is an email in which the To is bugs@acme.com
So, the application looks if there is any email alias set for the same address; which it finds as celoxis+NI-17f-2433@acme.com and hence understanding that with this information an app item is to be created.
Celoxis now creates an app item using the email details.

If your app item is not created, try sending the email to celoxis+NI-17f-2433@acme.com directly from your email client. If the app item is created, it means that either:

Your Incoming email is not setup properly. For debugging, refer here.
OR
Your email server is not forwarding the email to Celoxis.

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