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Why is Email to Case creating cases without the Contact's email address?

Knowledge Article Number 000004915
Description

Why is Email to Case creating cases without the Contact's email address?

Resolution

The relationship between Contacts and Cases is a lookup relationship wherein a Case will contain a lookup to a Contact whose relationship gives it the ability to display related information such as the Contact phone number and Contact email.

When the Email2Case agent receives an email, it will look for a Contact based on the email. On those instances wherein the agent is unable to find a Contact record with a matching email, it will be unable to associate the record to a Contact. The agent was not coded to create a new Contact record. It is in these instances that the person handling the Case will need to look up the originating email from within the email related list.*

* Ensure that the email related list is exposed within the Case Page Layout





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