Questions tagged [email2case]

Email-to-Case helps your company efficiently resolve and correspond with customer inquiries via email. It automatically creates a case in Salesforce when an email is sent to your company’s customer support email address(es) and auto-populates case fields from the content of the message.

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1answer
31 views

Trying to delete Account Name on Case, keeps pulling in Contact's Account

I'm trying to delete the Account Name from a number of cases as it is incorrect. However, the Contact Name field is filled in (and we want to keep that contact) which automatically pulls in the ...
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1answer
104 views

Email2Case not populating Origin/RT *Already tried all permissions*

So I've seen a ton of answers for this, but none of them seem to fit my scenario. We have Email2Case setup, with about 75 email to case addresses. Almost all of them work flawlessly, assigning the ...
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1answer
1k views

Allowed file formats in email to case attachments

Is there any specific allowed file formats on email to case...Can users have any kind of attachments while sending email to case. for example: .exe files,.mov,.avi.. Does Salesforce restrict certain ...
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3answers
3k views

Salesforce Web to Case spams

I would like to filter spam emails during web to case & email to case. Please let me know if you have any recommendations or suggestions to handle it.
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1answer
702 views

Trigger on EmailResponse is not getting Fired on email-to-case

I have a email to case. Once an email is received from a service address , a case gets created and the issue is that trigger is not getting fired. I cross checked with a workflow rule, the workflow ...
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1answer
850 views

Email to case Scenario

If the incoming email subject contains an existing case number, the email should get attached to that case and case owner is notified. can any one suggest me on how to implement this.
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1answer
2k views

On-Demand Email-to-Case not running Assignment Rules on Emails with ref:foo:ref while Email Agent E2C do

We have some Email-to-Case routing emails that use the On-Demand method and some that use the Email Agent method. It seems that the email from the Email Agent have their assignment rules run each time ...
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3answers
1k views

To Change Font color for standard Case fields depending on picklist value

I want to change the color of the Standard field of a Case object say CaseNumber. It is a mandatory field for the object. The criteria for this is that whenever a Case Status value is changed, that is ...
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1answer
3k views

Email To Case-To Populate account and contact fields in case object based on existing Email Id In Contacts

How do I auto populate the Contact and Account fields in the Case object based on an existing contact when given an Email-ID. I'm encountering situations where the contact is populating properly but ...
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1answer
2k views

When we create Email To Case .. Can we fire Trigger on Email Message Object?

trigger MiC_Trg_DetectLanguage on EmailMessage (after insert) { For( EmailMessage message : Trigger.new) { String caseId = message.ParentId; MethodClass_Future.getLanguage( ...
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1answer
220 views

Update from address in auto-email reply for cases submitted through portal

When a customer creates a new case in our customer portal, our standard web-to-case email template is used to send an auto-reply with general information about the new case. We use the same email ...
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2answers
19k views

Check if an input is numeric or not

In our email to case functionality, we plan to introduce a feature via which the users will be able to input the Legacy Account Id which is numeric along with the Salesforce Account Id which is ...
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1answer
787 views

email to case interchanging case emails between salesforce orgs

If I raise a case, e.g., no 12345, for a customer and then send an email from the case to the customer, the case (email-to-case) ref. is included in the subject of the email. The recipient is also a ...
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0answers
527 views

Email2Case and Preventing an Email Domain from creating new Cases

I'm trying to determine if there is a way to prevent cases from being created from Email2Case if the origination email address comes from a certain domain. So for example, if I'm talking about the ...
5
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1answer
2k views

How to update parent Case when updating EmailMessage

Long time reader first question :) I have a before insert trigger on EmailMessage, but I also need to update the Parent Case - which works fine. I believe I have to use before insert as I am updating ...
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1answer
1k views

Getting the case email reference code

When I send an email to a recipient from a case within Salesforce, the recipient's email subject contains a unique code generated by Salesforce. This code is used by Salesforce then for routing the ...
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2answers
5k views

Why does auto response rules create an email on that particular case?

I have email-to-case & Auto Response rules setup in my org. I would like to know why the auto response rules always create an outgoing (sent) email record in my case? How can I disable that? ...
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0answers
2k views

Email To Case - Duplicate Cases

Have an interesting problem with Email To Case setup, scenario is User A sends an email to a support mailer and copys User B on it. Auto response would go to User A. If User B picks up the first email ...
2
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1answer
4k views

Why won't HTML formatted mails show correct in Salesforce on a case (Email-to-Case functionality)

I have enabled Email-to-Case functionality and in Email-to-Case settings checked: Enable Email-to-Case Enable HTML Email Enable on-demand service And routing adress is also set up. Salesforce creates ...
5
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1answer
489 views

Custom InboundEmail handler - check if message is an automatic reply

I've implemented a custom inbound email handler for some departments using email-to-case, and we would need to avoid autoreply messages or automatic generated messages to create cases or trigger other ...
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1answer
2k views

Test class for mimicing email to case functionality

I'm wondering if anyone can help. I have an after insert trigger on a case that needs to check for the case's from email address and based on certain conditions perform different actions. We have ...
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2answers
427 views

How to change the message date of an email in Salesforce

I have just attached a bunch (non-scientific term!) of emails to a case by using the case ref in the email subject header. However, they are all saved with the same date even though i received them in ...
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3answers
1k views

re parenting an email to another case

Sometime I get emails from a customers in reply to a resolved case. They actually report a new problem but since they use reply, the email is being associated to the old case. Is there a way to ...
2
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2answers
426 views

Increase Salesforce Workflow Email Limit?

Based on the Salesforce documentation, the Email Limit for Workflow is 1000 per user licence per day or 2,000,000 whichever is lower. We are currently exceeding that limit. What I would like to know ...
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0answers
55 views

Disable Customer Notification For New Cases

We are trying to use Cases in a slightly different way. I'm looking for a way to prevent the notification that is sent to the customer when a case is first created. Does anyone know how this can be ...
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1answer
7k views

Email-To-Case, Set Field Values When Email Arrives

Cannot find any example of guide to this either here on in SF's "help"... When using Email-To-Case, is it possible to add (workflow I would assume) a value to other field(s) on the Case when it's or ...
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2answers
118 views

Adding a Product automatically to a Support Case submitted via Email2Case

We have many products that we support. Each of these products have a queue within SFDC that have cases submitted to it via EMail2Case. At the moment cases come through via email with significant ...
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1answer
121 views

How to “lock” From email address to 1 address depending on case record type

Could you please advise if there is a way to "lock" From on Send an Email page related to a case record. I have multiple email2case instances setup in SF. When case is created from an incoming email, ...
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0answers
774 views

Email status displays “Read” instead of “new” for all received emails in case object

Whenever a case is opened,Email status displays "Read" instead of "new" for all received emails in case object. New emails are also displayed as read.
4
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1answer
194 views

Triggering code on sObject Child Relationship actions

I have a scenario in which I would like to fire off some Apex functionality when an Attachment is inserted from an EmailMessage object (that is received via Email-to-case). The trouble is, it does ...
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2answers
582 views

Is there a way of adding emails to a case from within MS Outlook

Is there a way to add an email to an existing case easily from within Outlook? I am using MS Outlook 2010
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0answers
485 views

Email2Case attaching to the wrong account

I am having an issue with a user that is using email2case and the case created is being assigned to a particular account to which the email address is not associated (there is no contact with that ...
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2answers
5k views

is there a way to stop creating cases for bounced or OOO emails?

I have implemented email to case. Is there any possibility of stop creating case for bounced or out office emails as we are using same email address(routing address) as from address for workflow & ...
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0answers
362 views

What API to use to retrieve EmailToCase settings in Apex Class?

Metadata API has mention of Settings, CaseSettings & EmailTocaseSettings but is that the way to go? Can it be used in Apex code to get/set 'default case owner', 'defaultCaseUser' etc? May be it's ...
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1answer
362 views

Case feed unable to auto include CC list & email template unalble to load body text

Hi i have case feed & email to case enabled in my salesforce org. i have a situation where my customer send in email to my routing email and CC some other ppl. In case feed, when i select answer ...
3
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4answers
6k views

Remove available “from” addresses on “send an email” page

When clicking on the "Send an Email" button on the emails related list on cases, you get the page of the same name. On this page, there is a field to select the From address. How can you remove some ...
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2answers
2k views

Salesforce new IP addresses issue

So about a month or so ago, Salesforce released a new list of IP addresses that needed to be whitelisted. See the knowledge article below for a full list of the IP addresses https://help.salesforce....
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1answer
515 views

Case creator when creating a Case from outlook side panel

I'm using the outlook side panel and I've added two outlook email routing addresses for two users that want to open cases from the panel. While, when they create a case they are being assigned the ...
2
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0answers
65 views

No handleMessage method, in new sforce-partner-api versions' PartnerConnection class( For Email2Case Agent)

I was using PartnerConnection class' handleEmailMessage method(old sforce-partner-api version) for EmailToCase Agent. Now I am using sforce-partner-api-29.0.0 jar but there is no PartnerConnection' ...
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0answers
182 views

looking for overview and best practice for email to case

I am looking to understand the "email to case" functionality offered by Salesforce.com, including an overview of what is the best process to use when implementating it and using it on a day-to-day ...
3
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1answer
693 views

Service Cloud Console: Data Not Available Error while replying to case via email

In Sandbox:- Create a case via 'Email To Case'. However, when user tries to answer via email(using service cloud console), following error is coming. Strange enough, case can be answered via 'Portal'...
3
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1answer
315 views

Syncing email replies back to a case in Salesforce

I'm wondering if it is possible to sync email replies to cases back to Salesforce natively? I know that when I send an email from a case, it places a unique ID in the footer and if I send it to the ...
3
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2answers
2k views

Is there a way to find out case created from which email-to-case?

I have a email-to-case which shared the Record type from other group. I need to itendify the cases which is specifically created for our team and populate the some field values. for alternative ...
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0answers
84 views

Pulling CC data to assign records using Email-to-case

I've been using Email-to-case with success, but I'd love to know if there's any way to pull the name or email of someone who's CC'd on a case into Salesforce. Right now my assignment rule looks at ...
14
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3answers
14k views

Trigger on Case EmailMessage

I have a customer that wants to have a field on the case updated when a user sends an email from a case. For simplicity sake, let's just say we need to put some string into a custom field each time ...
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0answers
68 views

when customer is editing case, this returns to queue

when editing cases the case returns to mail to case queue. The case owner looses the case to the queue when editing. This problem only happens with email-to-case cases. By assignment rules with 4 ...
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5answers
4k views

Sending case emails from queue email address by default

Salesforce sets the from address as each users own address by default. This means that responses from the clients go to the users own mailbox, not salesforce. Instead, we would like the from address ...
3
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0answers
127 views

Email 2 case comment - how to remove the original email

I'm creating a case comment from an inbound email. The created comment already contains the original email (see below). test reply 2 On Wed, Jun 19, 2013 at 10:12 AM, Support wrote: Dear itay, ...
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1answer
2k views

Copy Case email attachement to case attachments

I'm using the standard Email2Case functionality, I'm also using an apex class that copies the email content into a case comment. What I'd like to add here is copying the email attachment into a case ...
3
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1answer
3k views

What does the Email-to-Case agent do when the email is on 2 different contacts?

As far as I can see, it does not try to associate the email to either contact, since it has no way of knowing which is the right contact. I can't find anything about this behaviour in the help docs ...