Email-to-Case Agent creates Cases that are not associated with a Contact or Account
|Knowledge Article Number||000206029|
The default behavior of Email-to-Case (E2C) is to create Cases and associate them with a Contact if the sender's email address exists on one Contact in the Organization. However, if the sender's email exists on multiple Contacts the automatic association will not happen as the process cannot determine which one to attach the newly created case to. In this case, the Case will need to be manually associated.
Good to know: If the Contact Name field is not writable on the Case object for the contextual user of the Agent, the expected default association will fail. The contextual user is the user whose credentials are running the agent, based on the details supplied in sfdcConfig.txt.