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Questions tagged [email-to-case]

The tag has no usage guidance.

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0answers
12 views

How to include the email sent in auto respons rule

How to include the email sent that created the case within the template sent as an auto response (case auto response rule)? For example: sending an email, creating the case, starting the auto response ...
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0answers
13 views

Capture attachment from email and save it in notes and attachments section [duplicate]

My use case is: I have a case in Salesforce. I want if someone from outside the org sends email with the attachment in the email and the case number, Salesforce somehow captures the attachment ...
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1answer
28 views

Queries regarding email-to-case automation(using google group) and auto-response rule

If I add the salesforce email service address to the google group(techsupport@xyz.com), then the salesforce email address will receive all the mails that gets sent to the google group. So there will ...
0
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1answer
28 views

Process for case not triggered when case is created from email-to-case

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 ...
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2answers
29 views

Email-To-Case feature in Salesforce

This is a simple step in Salesforce - Setting Up Email to case: I set up my own official address for Email-To-Case. But the case is not getting created in Salesforce whenever I shoot an email with ...
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1answer
44 views

Customize email-to-case feature to also add values to the contact name and account name fields

I need to automate the process of creating a new case for each new mail received in an email id and salesforce already has a feature called 'email-to-case' feature for setting up this automation. I ...
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0answers
34 views

Web to Case SuppliedName not populating

My Web to Case form is populating all data on the Case other than the Web Name (SuppliedName). Is there a way to populate the name? I assume everything should be the same formatting wise as the ...
0
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1answer
12 views

Attaching Sent Email to Case

I am using Process builder to Send email to list of members. Once the email sent to members,i want to create a case and want to track that email sent to these people. After that when the member ...
2
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1answer
65 views

how to deploy Email-to-case settings in other sandbox?

can we deploy Email to case settings to other sandbox using changeset or any other tool? Thanks in advance for the help.
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1answer
33 views

Email to case:Multiple cases for same email replies

In Email to case: New Case is getting created for the same email replies.Can we stop it and it should append it to same case in Salesforce.
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0answers
26 views

Test Email-to-Case with mass emails and EMailMessage trigger

We are working on an org where cases are generated via Email-to-Case and a trigger on EmailMessage is carrying out some processes. A batch job then in a 5 minute rhythm works on these generated cases ...
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1answer
41 views

Email-to-Case Premium with custom object

I'm having a custom object called "Case_Comments__c" which performs the same functionality as standard case comments does. I'm planning to install Email-to-Case Premium this month. I know E2CP will ...
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0answers
26 views

Email-to-Case issue

We have an Email-to-Case address called serviberia@iberia.es. While sending an email from clasica@iberia.es to serviberia@iberia.es, no Case is getting created.When we send an individual email to ...
0
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1answer
89 views

Email to case functionality based on incoming customer's template email? [closed]

I'm very new to Salesforce. Our requirement is to create cases directly from email (Email to case). Each of our customer has their own service request template/form. These email templates/forms will ...
1
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1answer
310 views

Calculate time spent on each stage on case record and report it [duplicate]

I want to report on time spend on each stage on a case (created to its closed). I believe i have to first create a formula field on case object which can show time stamp (days,hours and mins) , it ...
2
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1answer
35 views

Email to case : issue to create the case

I have to work with an email to case but I didn't know much about that feature. I'm trying to send a email and watch the created case, but no case is created. Here is the settings of the email to ...
2
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2answers
42 views

stop creating certain cases email to case

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 ...
1
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1answer
203 views

Not able to query attachment coming from email to case

Why is the attachment blank even though i have attached one while creating case from email. List<Case> cases = [SELECT Id,OwnerId, (SELECT id,Name,ContentType FROM ...
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0answers
28 views

How to change default value of standard From picklist fields while sending mail from case

My question is how can I change default value of 'From' standard pick list field using code? So what I did is I have added below logic on 'Send Email' button: /_ui/core/email/author/EmailAuthor?...
0
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1answer
223 views

Case Creation Template not firing when a case is created using email to case

I have enabled email-to-case in Salesforce. When receiving an email a case is created with the assignment of an account and contract. I have created an HTML email template and letterhead, made it ...
0
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1answer
208 views

How to handle Email-To-Case duplication where there is same forwarding for 2 emails

The Scenario(GSuit) is there are parent Inbox which is get forwarded to multiple Inbox e.g Consider wholesale@xyz.com and there is customersupport@xyz.com so the Email which is getting at wholesale ...
1
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2answers
617 views

How to send email alert as email-to-case when case is closed?

I am able to send email alert when case is closed. But the email alert NOT showing in email messages at case related list: The email when case closed is marked as 'CASE CLOSED' in email subject: ...
1
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1answer
341 views

How to view standard field mapping and how to add custom field mapping in Email-to-Case?

I am able to view case fields mapping like below: There is only: case owner case priority case origin case record type But how to know if there is more field mapped in case object. For Example: ...
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1answer
52 views

Does Queueable Apex job run if parent process crashes?

We are using a custom Email To Case Handler apex class. So that we can keep track of incoming emails if the custom handler crashes for any reason, we have just implemented code at the start of the ...
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2answers
61 views

Email to Case with outbound Message

Is it possible to capture the Email-to-Case and create some outbound email using Message.SingleEmailMessage? Instead of using Email Services I have to use Email-to-Case.
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0answers
25 views

Fallback mechanism if the case trigger stops email-to-case cases from being created

Problem: Email-to-case is configured and cases are also getting created. Let's say someone has built a new validation rule and it stopped creating new cases from email-to-case. Now once we know ...
0
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1answer
461 views

Case Auto-Response rule - 'Send response to all recipients' doesn't support Email Service

I have an Email Service, to handled incoming emails, which is replacing Email-To-Case, to handle duplicate cases (by matching the Subject of the incoming email with existing cases). This is working ...
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0answers
510 views

Trigger on EmailMessage to update related Case is actually creating new case

Below is what I am trying to do - migrating users from one org to another as a part of this "email to case" will be migrated as well open cases from "old org" will be migrated to "new org" with ...
0
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1answer
30 views

Is it possible to route an email2case from one mailbox with threadid to other as a different case with the same mail chain?

Need some help for the below scenario : Scenario 1 : We have 6 different email2case mailboxes, where the customer sent an email to wrong mailbox and a case was created and the representative who ...
1
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0answers
256 views

email to case subject line

We are using two fields called cat1 and cat2 in the case. While sending an email-to-case with the subject like (cat1*cat2), the system will create a case with those values. The problem is that when ...
0
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1answer
296 views

Email-to-case: Ignore Automatic Reply emails without sending an email back to the account

I have read all questions on this and nothing has worked for me. I created a before insert trigger and tried this: for(Case c : Trigger.new) { if(c.Subject.contains('Automatic reply:')) { ...
2
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1answer
96 views

To Update fields on Case from email Body on Email to Case functionality?

We have a set up On Demand Email to Case in our org. The customer send some information in the email body and i need to parse the email body to get the information for the fields and populate it on ...
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0answers
285 views

Email to Case in Lightning stores attachments as attachments not files

If I add an attachment to a case, SF will create it as a file. But when email to case creates the case and adds the attachment, it is still an attachment. How to get email to case to attach the ...
0
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1answer
601 views

How can I add a Case Comment to a case with email-to-case?

I've tried multiple things, but I can't seem to add Case Comments to my cases through Email-to-case. At the moment I have done the following: Enabled email-to-case and added a routing address in ...
1
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0answers
55 views

Taking the email body information from an Email-To-Case

We are currently using Email to Case for one of our customers and they send us in their data straight out of their system i am guessing using a template, They have the data in the same format and i ...
0
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2answers
54 views

How to create a case from email?

I have configured my email-to-case settings but when i send an email to the specific email address that was defined by Salesforce, it creates an "Unresolved task" instead of a case. Could it be doing ...
0
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1answer
93 views

Support Setting in Salesforce - How to use System User details

In my Salesforce org, there are many channels through which you can create the case like Web-To-Case, Email-to-Case etc. When the case is getting created by any channel Case Notification is going to ...
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2answers
2k views

Email to Case (on demand) forwarding via Outlook rules

I am having trouble to forward e-mails coming into my Outlook Exchange Inbox into the Salesforce environment (creating a case). I have managed to do this in Gmail, since it's fairly easy to do so. ...
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0answers
59 views

can't see Case Record type field in Case settings

I am seeting up email-to-case for my org and I want to set up case record type for that email to case, However in Case settings for email to case I can't see case record type field. Is there any ...
0
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1answer
525 views

FIELD_CUSTOM_VALIDATION_EXCEPTION

I get the following error: FIELD_CUSTOM_VALIDATION_EXCEPTION : Automatic email loop has been terminated I have made a trigger on cases to kill email loops. When I google the error I get that it ...
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2answers
364 views

How to send Case Attachment in email for Approval Process?

I am following link: https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_email_sending_attachments.htm where I want to send the case attachments in email along with the standard ...
2
votes
1answer
915 views

Disable Linking Email-To-Case Records To Contacts?

Is there a way to NOT link Cases created by Email-to-Case to a Contact? In other words: Just let the Case be created, but then let a human decide to link it, if desired? We will have more than one ...
0
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1answer
274 views

Duplicate Contacts (email address) - Using Email-To-Case?

Are there any documents to help with the scenario below? Salesforce Org where there can be more than one Contact with the same email address (different Accounts) Our org [will have] five (or more) ...
1
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2answers
820 views

Email To Case not working fine - Case is creating, but not get assign to web-to-case queue why?

I am trying to implement the Email-to-case in Salesforce for that I created email-to-case Queue like below. The case is getting created, but I dont see Web Origine = Email coming when I send email to ...
0
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1answer
105 views

Set 'feed item' in similarity to 'Email-To-Case' for 'web', 'portal', others originated cases

We have Email-To-Case configured, and once a case is created (case origin = email), the incoming EmailMessage is saved within the 'Case Description' field, and also create a 'feed item': This allows ...
0
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1answer
418 views

Email to Case: Remove reference Id from subject line of email

Our company currently has several businesses utilizing one Salesforce org. Most need to have the reference Id placed in the Subject and Body; which is how it is globally setup. We have one business ...
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2answers
102 views

Trigger to copy Case Description to Rich Text custom field - upon first incoming EmailMessage

I have the below trigger on Case, which helps in copying the incoming EmailMessage to a custom field (of type Rich Text), so we can have an 'HTML' Case Description, rather then the out-of-the-box text ...
1
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2answers
443 views

EmailMessage Status is not changed to “Read”

I have enabled email-to-case functionality and I have a user with Partner Community license. He works on Partner Portal. When he opens an e-mail through the Partner Portal its status is not updated to ...
0
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1answer
271 views

Increase number of characters in Subject Field:Email-to-Case

Can you please also increase the length of the subject field when you are creating an e-mail as an activity from a case. It currently still limits you to 100 characters. When I try to set 200 above ...
1
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3answers
464 views

Using addError() in before trigger and sending mails

Configured Email-to-case in case object, so whenever email is send to specific address my trigger will check for contact based on supplied email, if not there case should not created email should send ...