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ilewi121ilewi121 

Extract Email Sent Date

Goal:
For cases created from Salesforce for Outlook (i.e. non-service personnel), we want to track entitlements based on when an email was received, not when it was logged into Salesforce.

Sample Use Case:
A sales rep receives an email from a customer about an issue. They create a case from the email, but the case is logged 24 hours after it was received. Salesforce shows the email as received on the date/time the sales rep enters it into salesforce, not when they received the email. Furthermore, there is no way to extract the original date/time of when it entered their inbox.

Attempts:
  • "Create Cases" Button in Salesforce for Outlook (Sets email date/time to date created in Salesforce, not date received)
  • Global "New Case" Action in Salesforce for Outlook (Brings email body, but not header, into case description)
  • "Add Email" button on Case listed in Salesforce for Outlook (Again, timestamp is on moment created and only places email body in description, not timestamp)
Anyone have a suggestion (apart from voting for the idea)?
 
Lars NielsenLars Nielsen
Stupid question but what if they "Forward" the email to "new-case@yourcompany.com" and that way the header gets included in the body and can get parsed? Years ago that is how we handled it when we didn't have outlook integration. On insert of the case the trigger just parsed the various sections of the and set the values.
Daniel MendtDaniel Mendt
Hello ilewi121,
Did you find a solution to this issue? I have the exact same requirement.