Make sure your email "new" command doesn't have a restriction on it that may be the cause - do a test with "no restriction". Also put in an address for the logging and you might get some clues.
Ensure the template for incoming emails will set required fields.
When you send a message does anything come back?
Your exchange setup will need a new routing group connector for the email domain that you want for service desk emails. We also have a contact in the AD that maps an internal address to the "external" service desk address.
If any of this doesn't make sense - repost and I can expand.
Typically if your current exchange email domain is
consider having the service desk server as
Then in Exchange your admins can create a smtp connector/routing group specifically for the servicedesk.isoftgroup.co.uk that points to the service desk server. (Nothing special required in DNS). Then they should be able to create a contact in the Active Directory that has for example
Autolog@isoftgroup.co.uk and Autolog@servicedesk.isoftgroup.co.uk set as primary smtp address for this contact.
Then your users will see the autolog in the Global Address List - you can hide it until you are ready.
This will make the email get to the service desk server without any MX records etc.
Then ensure that Autolog@servicedesk.isoftgroup.co.uk is listed on the inbound email addresses property.
After having these you should at least having incoming mail hitting your service desk server - and if there are problem it will send a reply to the sender.
Note that the reply to and from can be different and if the reply to is firstname.lastname@example.org then users can reply to emails and get history entries added. But if you make the from address something else (eg HelpDesk@isoftgroup.co.uk) it will protect against Out of Office assistants etc causing loops. However the exchange admins can also do some protection on the routing group.
inbound e-mail address should be in the format of what comes after the "@" xxx.com so remove karthic.madangopal and instead just leave it set to wipro.com
Also be sure that your e-mail admins have set up a mail routing path to the openview server (in outlook it may be a connector that is required in order to be able to relay mail to the openview server.) Without this your mail won't even touch the openview server.
We created a new internal address to ensure that only mail for openview was addressed to the openview server. The address in this case woudl have been e.g. servicedesk.wipro.com (just an extension of the first comment)
Try again once this is changed.
Don't forget to assign points for all the help. Thanks