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Questions tagged [email-to-case]

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0
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1answer
22 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 ...
-1
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0answers
18 views

Append case id in subject on reply to email

I am working on email to case. My requirement is: Whenever a user send email from outside to salesforce generated email service address, case record should be created. After that user should receive ...
1
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0answers
23 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
9 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
26 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.
0
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1answer
26 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.
0
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0answers
21 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 ...
0
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1answer
31 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 ...
1
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0answers
24 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
66 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
vote
1answer
200 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
votes
1answer
33 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
votes
2answers
39 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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0answers
36 views

Modifying the “New Email on Case” Template in Salesforce to Japanese

If you are using Email-to-Case on Salesforce, there is a super handy standard feature that will send an e-mail out to the case owner when a new incoming e-mail is filed against one of their cases.    ...
0
votes
1answer
168 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 ...
1
vote
0answers
25 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
197 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
votes
1answer
165 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 ...
0
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0answers
66 views

Where in the metadata is the record type associated with an email-to-case routing address?

In configuring an email-to-case routing address, one has the option to select a record type to be set for cases created through the address. It is not apparent to me where this association is recorded ...
1
vote
2answers
474 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
vote
1answer
240 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: ...
0
votes
1answer
51 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 ...
0
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2answers
54 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.
1
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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
votes
1answer
389 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 ...
1
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0answers
436 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
29 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
vote
0answers
222 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
votes
1answer
257 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
votes
1answer
94 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 ...
1
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0answers
255 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
votes
1answer
539 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
52 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
53 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
votes
1answer
87 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 ...
0
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2answers
1k 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. ...
0
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0answers
54 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
votes
1answer
490 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 ...
1
vote
2answers
318 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
813 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
votes
1answer
242 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
vote
2answers
742 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
votes
1answer
84 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
votes
1answer
363 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 ...
0
votes
2answers
89 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
vote
2answers
422 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
votes
1answer
258 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 ...
0
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0answers
46 views

How to resolve email to case error due to created process builder

I created a process builder for auto populating account when site(custom object) - lookup field is selected while creating a Case. Process builder working fine as excepted but we are using email to ...
1
vote
3answers
430 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 ...
0
votes
1answer
123 views

How to assign case comments to a existing case

i got a requirement i stuck in a place. My requirement is We have a email to case option available in sfdc. So, case has been created in sfdc. But once support executive got a resolution for the ...