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In Email to case, if routing address in "To" field while sending mail, case is created successfully. If routing address is in CC Field with some other email address in To field, case is not created

  • Do you mean that if the same email address is in to and cc fields, the case is not created? – Richard N Feb 25 '16 at 6:16
  • Yes if i put the to email address in CC its not working and case is not created – Nirmallya Ghosh Feb 25 '16 at 6:20
  • Yes if i put the "To email address in CC" and In "To Field any other email" Address. its not working and case is not created. @RichardN – Nirmallya Ghosh Feb 25 '16 at 6:27
  • Interesting. It should work when the routing address is in any of to, cc or bcc fields. But why would the same email address be in the to and cc fields? – Richard N Feb 25 '16 at 6:28
  • If i put any other email address in To and "Email-To-Case"Address in CC. Then it should work but not working. As per SalesForce - The Priority and Case Origin fields auto-populate the case via the routing address settings when the routing address is included in either the To, CC, or BCC fields of an inbound email. \n @RichardN – Nirmallya Ghosh Feb 25 '16 at 6:32
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I have found the solution - This is depends on the following settings of email server(GMAIL Screenshot)--

Under Settings

In my case, for the solution we have to configure lotus notes mail forwarding settings for creating case from TO, CC, BCC.

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