Email to Case: Message date on email and Case creation date differ
|Knowledge Article Number||000170844|
|Description||Email from user sent to Routing address on 11/11/2012 but the case was created only on 11/13/2012. The email message date (received date) displays 11/11/2012.
Refer screenshot below for more information:
It is because, in the email message record, the "Message Date" is taken from the message headers, which may or may not be correct, as this represents the date and time settings of the sender's computer (or email server).
Any correction made, has to be performed on the user's machine or Email server to reflect the correct date and time.