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hylim12
how to extract email to case email source in case
Hi, I have configured 2 email address for email-to-case says emailA@co.my & emailB@co.my.
I have a scenario whereby customer will send an email to emailA@co.my & emailB@co.my so my Salesforce will have 2 case says Case1 & Case2 created.
My question is how can i extract the 'email source' of the case? For example, Case1 is from emailA@co.my and Case2 is from emailB@co.my.
The reason is if I extract the field 'ToAddress' then I will get 'emailA@co.my;emailB@co.my'.
Thanks.
Hi Hylim12,
If you send an email to customer using the Email related list 'Send an Email' button' - the outgoing email is appended with a Case thread ID .
This thread ID helps the email to get back to the same case from where the email was first sent to the customer.
https://help.salesforce.com/HTViewSolution?id=000171301&language=en_US
https://help.salesforce.com/HTViewSolution?id=000003777&language=en_US
So the incoming emails get routed to the same case and do not update the case settings -
Hope this info helps!
All Answers
I think when email came to salesforce you need to extract source field?
For example : if the email contain web you will map those field in case before insert a record..
If this correct you can write a trigger with use of contains method... If mail contains word WEB means map to Case field and insert into case...
What you can do in this case is:
> If you are using two Email addresses to create cases - then create two email to case routing address:
1_)emailA@co.my
2_)emailB@co.my
>Have 2 different record types for each of these routing addresses such that when cases are created - you can separate the two using record type.
Understand that when first email coming to my routing email address, case will be created with Case Priority & Case Settings being configured.
How about subsequence email? When subsequence emailcoming for the same case, will it update the case origin configure in 'Case Settings' again?
Hi Hylim12,
If you send an email to customer using the Email related list 'Send an Email' button' - the outgoing email is appended with a Case thread ID .
This thread ID helps the email to get back to the same case from where the email was first sent to the customer.
https://help.salesforce.com/HTViewSolution?id=000171301&language=en_US
https://help.salesforce.com/HTViewSolution?id=000003777&language=en_US
So the incoming emails get routed to the same case and do not update the case settings -
Hope this info helps!