7 votes

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

Email-to-Case Settings can be deployed using the Settings Metadata API Object specifically CaseSettings. However, there are issues: (As of V49) No MDAPI support for the default recordtype - you would ...
  • 65.7k
7 votes
Accepted

How to obtain trigger log from Email2Case?

The running user for Email to Case is found in Setup | Customize | Cases | Support Settings under the field Automated Case User if you are using On-Demand E2C The user listed in the Case History ...
  • 65.7k
6 votes
Accepted

Difference between Email Address and Email Services Address - Email2Case

Sethu From the doc on the page: Define email addresses on your email system for case submissions. Create email routing addresses that include the addresses defined for cases. Configure your ...
  • 65.7k
6 votes
Accepted

How to store (or ignore) Base64 images in emails processed by email-to-case?

Following trigger parses case description for base64 images and creates attachments for case. Email-to-Case functionality stores email body in case description. Let's assume we have next html: <...
  • 4,087
6 votes
Accepted

Code optimisation on EmailMessage

Don't Skimp on Curly Brackets You may think that you're saving some space/typing with: if (em.Incoming) caseIds.add(em.parentId); But you're actually risking a very subtle bug. Commenting a ...
  • 456k
5 votes

Case.Thread_Id, is Thread_Id a field on Case object?

Only reliable way to get the Thread Id at this time is when getting the result from Salesforce itself. You can do this by getting the result that Salesforce would generate when sending an Email: // ...
5 votes
Accepted

Close Case If No Reply Within 48 Hours?

You can do this using nothing but configuration via the Process Builder. Step 1: Create Timer Field On the Case object, create a date time field with no default value. Step 2: Create Process 1 In ...
  • 456k
5 votes
Accepted

Email to case issue: Finding actual email id for which case is getting created

Let's say, Email-to-Case set up is like this: And user is sending single email to both the address bc@outlook.com and abc1@outlook.com. So, there are 2 cases will be created and you if see any one ...
5 votes
Accepted

custom Email Service - inline images appear as '[Image is no longer available]' upon Reply/ReplyAll

This is how I solved the problem, after saving off the attachments then I updated the message body to replace the cid references with URL to the files. For some magical reason, Salesforce will ...
  • 4,066
5 votes
Accepted

Changing Email service address after turning on My Domain

No, the email service addresses for email-to-case will not change. The org I work in now has My Domain, and a bunch of old email-to-case addresses that still work. (In fact, in checking, I realized ...
5 votes

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

No, it looks like we can't deploy them via changesets and any other tool. The best you can do is deploy via Force.com migration tool is EmailServicesFunction which contains EmailToCase and ...
5 votes
Accepted

Is there a way to detect, via SOQL query or describe, whether Email-to-Case is turned on in an org?

You could look at EmailServicesAddress and EmailServicesFunction. SELECT Id, FunctionName, isActive FROM EmailServicesFunction The above will return a row with the following info when E2C is ...
4 votes
Accepted

How can I configure salesforce to notify a customer case contact when an internal support rep sends in a email updating the ticket?

Here is a detailed tutorial that explains how to create a custom publisher action for Case Comments. Once you complete all the steps, the Case Comment shows up as a publisher action as shown below.
4 votes
Accepted

Email-to-Case: where can I find the ThreadID?

Thread Ids are generated only for outbound emails from within the case. Since you have enabled thread ids, you should start seeing them on the Email related list once you send out emails regarding ...
  • 3,782
4 votes

Email2Case: How to stop OOO replies updating cases

To fix this issue at the root would be to have your mail server configured in such a way that emails which contain key words, such as 'Out of office', are ignored. Although that would typically be an ...
4 votes
Accepted

Workflow Email Alerts Not Log In Email Related list of Case

This is currently missing functionality from salesforce. there is currently an idea on the success.salesforce.com site for this - Salesforce Success The work around that we use here is to make sure ...
4 votes
Accepted

Disable assignment rule(s) and default owner when using email-to-case?

I've solved this as follows Recognize that triggers run before assignment rules and E2C will run assignment rules. In before insert trigger, set custom field Bypass_Assignment_Rules__c to true for ...
  • 65.7k
4 votes
Accepted

Email2Case - Create new case on replies after X amount of days

I can tell you how we do this. We have a custom emailHandler that processes emails as they come in. Our email handler checks to see if the email relates to a closed case and re-opens it. It would be ...
  • 9,251
4 votes

Email to Case (on demand) forwarding via Outlook rules

I think your issue might be with how you're handling the inbound email from Outlook/Exchange. If you're "Forwarding" the email to the unique SFDC email address, then it is in fact coming from your ...
4 votes

Not able to query attachment coming from email to case

If you are on Lightning Experience, the attachments are being saved on a different object/table called ContentDocument. The binary data itself is stored in a related object called ContentVersion, and ...
4 votes
Accepted

Sandbox Email-to-Case service does not relate the received Email to existing Case

Substituting the right 11 characters from the org id doesn't always work. Use 10 characters instead. The reason is that the 5 and the 11 will overlap causing a double up of the 5th character! Use ...
4 votes
Accepted

What is the proper usage of a field that is prefixed with "Source"? Ex: Source.ToAddress

In general terms, the 'Source' refers to the channel from where Case was created. Technically the error is saying there is no Object Type for 'ToAddress'. However, 'ToAddress' is a standard field on '...
4 votes

Omni Channel Supervisor not showing assigned queues for an agent

This is due to the fact that one the User record you may not have "Service Cloud User" checked. You need to make sure both "Chat User" and "Service Cloud User" is checked ...
  • 107
4 votes
Accepted

Insert Thread ID in the Email Subject option not visible on Email-to-Case

As far as I can see there is a new default for any org created after Winter'21 (which is the release being deployed by Salesforce). Long story short: I think you cannot change it, if your org is ...
4 votes
Accepted

Who runs Email-to-Case

You can check the Support Setting and look for "Automated Case user" that user is used for Email-to-Case
3 votes
Accepted

Email Services vs On Demand Email to Case

Email to Case is a very specific application that allows your customers to send emails that either a) Open a new Case b) carry on a threaded conversation about a previously-opened Case via email ...
  • 65.7k
3 votes

Cannot get Workflow/Trigger to identify Read Email on Case object

An alternative to consider is to use a VF page as an element within your standard Case page layout. The VF page is associated to a controller with access to the Case id The controller can query the ...
  • 65.7k
3 votes

Fetching Email Signature in apex

Now we can get signature in apex using this SELECT Id, Signature FROM User
  • 2,495
3 votes

Reply on Email2Case - populate TO field

When I tried to fill the TO field with an email that was inside a Custom Object I had the same problem. In order to solve it I wrote the following code: public with sharing class emailToAgenteEsterno{...
3 votes
Accepted

Trouble in using Business hours methods to compare business hours with specific number of hours in apex trigger

You are going to have to do something like this first: (from your link) BusinessHours bh = [SELECT Id FROM BusinessHours WHERE IsDefault=true]; Then use that id as the first parameter in the method: ...
  • 12.4k

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