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// Assign the case to 1 of the 20 Queues based on priority among multiple recepient 20 email ids in To & cc. Prevent Duplicate case.
// Solution: Email to case Replaced by 1 "Email Services" with "email address" (20 emails ids forwarded to this)
1 Custom metadatatype
public class CreateTaskEmailExample implements Messaging.InboundEmailHandler {
public class InboundEmailHandlerException extends Exception {}
public Messaging.InboundEmailResult handleInboundEmail(Messaging.InboundEmail email, Messaging.InboundEnvelope envelope) {
Messaging.InboundEmailResult result = new Messaging.InboundEmailresult();
String errorMessage = '';
MailBox__mdt SingleMail = null;
Case case1 = null;
try {
SingleMail = checkpriority(email, envelope);
case1 = email.inreplyto == null ? insertCase(email, SingleMail) : updateCase(email);
createFilesByEmailAttachments(email.binaryAttachments, case1.Id);
createEmailRecord(case1, email, SingleMail);
result.success = true;
} catch (Exception error) {
result.success = false;
result.message = error?.getMessage() + ' ' + error?.getStackTraceString();
}
return result;
}
// Option#1: check email priority method and decide if the case needs to be created; prevent duplicate case
private MailBox__mdt checkpriority(Messaging.InboundEmail email, Messaging.InboundEnvelope envelope) {
// get the delivered to email id which fires Email services (Note: Mesage Id is unique)
String s = envelope.fromAddress;
String deliveredTo = s.substring(0, s.indexOf('+')) + s.substring(s.indexOf('@'));
// get list of To & CcAddress
List<String> recipientAddresses = new List<String>();
recipientAddresses.addAll(email.toAddresses);
if(email.ccAddresses != null) {recipientAddresses.addAll(email.ccAddresses);}
// get the priority email for which case needs to be created
List<MailBox__mdt> SingleMailList = [SELECT Id, Queue_Id__c, Priority__c, ReceiverEmail__c, Email_template__c, Email2__c
FROM MailBox__mdt
WHERE Email2__c IN:recipientAddresses
ORDER BY Priority__c LIMIT 1];
MailBox__mdt SingleMail = SingleMailList[0];
// Prevent Further Execution for lower priority triggering email id
if (deliveredTo != SingleMail.Email2__c) {
throw new InboundEmailHandlerException('deliveredToValue is not equal to Priority i.e. SingleMail.Email2__c');
}
System.debug('Proceed');
return SingleMail;
}
// Create case for First Incoming Email
private Case insertCase(Messaging.InboundEmail email, MailBox__mdt SingleMail) {
Case case1 = new Case(
Subject = email.subject,
Description = email.plainTextBody,
Origin = 'Email',
Status = 'New',
Priority = 'Low',
OwnerId = SingleMail.Queue_Id__c,
Message_Id__c = email.messageId, // Option #2: make this unique field and prevent duplicate case at the cost of extra DMLs.
SuppliedEmail = email.fromAddress,
SuppliedName = email.fromName,
RecordTypeId = SingleMail.Case_RecordTypeId__c,
Type = 'Enquiry'
);
// link Account and contact
List<Account> account = [Select id, PhoneNo., Email from Account where Email =:email.replyTo];
if(account.size() == 1) {
case1.AccountId = account[0].id;
List<Contact> contact = [Select id from Contact where AccountId =: account[0].id];
if(contact.size() == 1) {case1.ContactId = contact[0].id;}
}
Insert case1;
return case1;
}
// Update case for Replied Incoming Email (Third)
private Case updateCase(Messaging.InboundEmail email) {
// get threadIdentifier/messageIdentifier that can relate to the already existing Case
List<EmailMessage> emailMessage1 = [SELECT RelatedToId FROM EmailMessage
WHERE MessageIdentifier = :email.inReplyTo LIMIT 1];
// get related already existing Case
List<Case> caseList = [SELECT Id, Message_Id__c, Subject, Description, OwnerId, CaseNumber FROM Case
WHERE Id =: emailMessage1[0].RelatedToId LIMIT 1];
Case case1 = caseList[0];
case1.Message_Id__c = email.messageId;
case1.Description += email.plainTextBody; // character limit 32000, truncate may be required
Update case1;
return case1;
}
// Create attachments, check the Checkbox "Convert to binary" on "Email Service" definition
private void createFilesByEmailAttachments(List<Messaging.inboundEmail.BinaryAttachment> inboundAttachments, Id caseId) {
if (inboundAttachments == null) {return;}
List<Attachment> lstAttachment = new List<Attachment>();
for (Messaging.inboundEmail.BinaryAttachment currentAttachment : inboundAttachments) {
Attachment attachment = new Attachment();
attachment.ParentId = caseId;
attachment.Name = currentAttachment.filename;
attachment.Body = currentAttachment.body;
lstAttachment.add(attachment);
}
Insert lstAttachment;
}
// Create Email and relate it to case if it's a reply
private void createEmailRecord(Case case1, Messaging.InboundEmail email, MailBox__mdt SingleMail) {
EmailMessage emailMessage = new EmailMessage(
HtmlBody = 'To: ' + String.join(email.toAddresses, ', '), // add to, cc for reference
Headers = String.valueOf(email.headers),
Subject = email.subject,
FromName = email.fromName,
FromAddress = email.fromAddress,
ToAddress = SingleMail.Email2__c, // custom MDT emailid @priority
Incoming = true,
Status = '0',
IsClientManaged = true,
MessageDate = DateTime.now() // header has date
);
if(case1.Id != null) {emailMessage.RelatedToId = case1.Id;}
if (email.ccAddresses != null) {emailMessage.HtmlBody += '
' + 'cc: ' + String.join(email.ccAddresses, ', ');}
emailMessage.HtmlBody += '
' + email.htmlBody; // increase char limit 32000 to 1 lakh
// if email is a reply, get threadIdentifier/messageIdentifier & add the same thread to email
if (email.inReplyTo != null) {
List<EmailMessage> emailMessage2 = [SELECT RelatedToId FROM EmailMessage
WHERE MessageIdentifier = :email.inReplyTo LIMIT 1];
emailMessage.MessageIdentifier = email.inReplyTo;
emailMessage.ThreadIdentifier = email.inReplyTo;
emailMessage.ReplyToEmailMessageId = emailMessage2[0].ReplyToEmailMessageId;
}
Insert emailMessage;
}
}
