I set up email-to-case and create a process that's triggered when only when a case is created. The process sends an email alert to the person submitting the case. If I create a case manually, the process is triggered but if a case is created from email-to-case, the process is not triggered. I even tried with process that gets triggered when case is created or edited. But that didn't trigger the process as well when case is created from email-to-case. I only see the logs in the debug logs if the case was created manually. In case of the 'case' being created from email-to-case, there is no log. Any help ASAP?

  • the email2case running user is not you, the sysad. So you may be getting confused when looking in the debug logs for the Automated Process user – cropredy Mar 4 '19 at 4:53
  • @cropredy ok i get it. U mean i couldn't see the logs in my dev console for email2case bucause the automated case owner is set to someone else. But even if i wasn't able to view the debug logs, shouldn't the actions from the process have fired? – Aanchal Adhikari Mar 4 '19 at 16:32
  • Enable debug logs for the Automated Process user, then use them to diagnose why the PB isn't executing – cropredy Mar 4 '19 at 18:19
  • @cropredy I changed the automated case owner to my user account instead as I couldn't find a way to enable debug logs for the automated process user. And now when a case is created from email-to-case, in the debug logs, a log with operation 'EmailToApexHandler' is created. But the execution log is completely different than the one created when I create a case manually. Also, there seems to be no error in the log. Any ideas what 'EmailToApexHandler' operation means? – Aanchal Adhikari Mar 5 '19 at 6:49
  • @cropredy One more thing that I wanted to add is that I've added debug logs for automated process which sets trace flags on automated process user but I still cant see any logs when the automated case owner is someone else(except if the automated case owner is me). – Aanchal Adhikari Mar 5 '19 at 7:45

Not sure, it might solve the issue, but try this approach.

During case creation, create a workflow field update (let's say status = 'Created'). In the field update configuration, be sure to choose "Re-evaluate Workflow Rules after Field Change" checkbox.

Based on that field update status='Created', fire the process.

It should work.

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    this should not be necessary but I can see why you might suggest this – cropredy Mar 4 '19 at 4:47
  • Why would i need to create a workflow? Cant the same thing be done in process builder? Are we doing this just to be able to fire the process? – Aanchal Adhikari Mar 4 '19 at 16:35
  • I created a workflow rule and added an email alert workflow action which works but The mail sent through this email alert doesn't get linked in the case like it does when the email is sent through auto-response rule. Additionally, I couldn't find a way to fire the process from workflow rule. Any help on this? – Aanchal Adhikari Mar 5 '19 at 10:08

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