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Did anyone find a solution to this problem? In my case there are three email messages that exist for a case - if i click in on the first EmailMessage in the email related list the To field is not populated - but strangely in case of the other two the To field is populated with the Case.Contact Email address ... why? I want the standard reply link/button to ...


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Turns out - it is some issue with Omni-Channel. Agents have to go offline and then online to see the change.


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Please check the checkbox Enable On-Demand Service in Email-to-Case Settings to fix your issue. Thanks!


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[select Status from Case where Id IN (select ParentId from EmailMessage)and Status='Closed']; The above line brings ALL Case records where their status is 'Closed' and the Id that matches with the ParentId of ALL EmailMessage records. That's why you get "more cases whose status is closed with the parent id". Now, if you want to get the case records where ...


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I think the only admin tool that will allow you to accomplish this is a product called Lightning Flow, and there are a few Trailheads that can help you get your feet wet with this product. https://trailhead.salesforce.com/en/content/learn/modules/business_process_automation However, you may want to shy away from what you are asking about or at least think ...


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I'm not aware of a way to do this with the standard "send email" on case as you have no access to that email before it actually sends out. I've done this type of thing before, but I had a custom lightning component that users used to send emails from cases on which gave me complete control of the email before I sent it out in the code. This obviously adds ...


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