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we use email-to-case but a lot of unwanted cases are been created, we want to know what is the best way to stop cases getting created when we receive emails from certain email addresses.

we don't use 'Accept email from' feature in email-to case settings.

we don't have access to outlook exchange server to create any filters.

2 Answers 2

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This kind of the scenario can be handled using validation rule.

When email-to-case occurs, you can capture Web Email Address and based on this create a validation rule to throw some dummy error message.

This error message is consumed internally and it doesn't go to Admin or that user's emailId as an email.

I have used this approach in my project and it served my purpose.

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  • Thanks Santanu, but I was hoping to know if there is a way to prevent cases being created when an email comes from certain email addresses. I know i can create assignment rule to send cases to a different queue when web email matches to certain email address.
    – Inniboy
    Aug 28, 2018 at 13:07
  • If you use above approach then case will not get created Aug 28, 2018 at 15:12
  • Hi santanu, thank you for pointing me out . only thing which is not seems to be working is that , when no case is created then system is sending an email notification to 'automated case user' with the following message (FIELD_CUSTOM_VALIDATION_EXCEPTION : can not create case from this email address). Is there a way to stop this or I might have to change Automated user to myself and create some sort of rule in outlook to redirect those emails to a folder .
    – Inniboy
    Aug 29, 2018 at 16:13
  • You can change automated case user as a Dummy user with an invalid email id so that no email will get sent to that user Aug 29, 2018 at 17:57
  • of course if you do this (automated case user = dummy user w/ invalid email), legitimate E2C email issues will fail silently
    – cropredy
    Jan 21, 2021 at 0:35
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We created a custom meta-data type to store blocked domains and would add domains to the list when we started to receive spam. Then in your custom email handler you'd check the email against this list and if any entries are returned you simply don't create the case.

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