Why are some Contact records not associating to a newly created case via Email to Case or Web to Case?
|Knowledge Article Number||000041360|
You might notice that some cases created by email to case/web to case don't have an associated contact, even though the Web Email field is not blank.
The above behavior can be explained by the following circumstances:
1- The Web Email does not match any contact in your organization.
2- There are multiple Contact records with the same Email Address as the one on the Web Email field on the case.
Note, that during the matching/association when the Case is created, the system will query all indexed Email fields on the Contact records. The logic does not simply query on the one standard Email field on the Contact record; so if there is a secondary Email field that contains the same Email Address on another record, the system will not associate the Case to a Contact.