Create Cases button in Outlook not available when logging into a sandbox
|Knowledge Article Number||000220393|
|Description||The Create Case button loads, is available and functional when Salesforce for Outlook is logged into a production org, but will not display if SfO is pointed to a new sandbox org. Reinstalling Salesforce for Outlook doesn't solve the problem, and neither do the usual troubleshooting steps (clearing registry keys, repairing Outlook, etc).|
This odd behavior is likely due to the fact that email service addresses are missing in the sandbox org. These email services are used by the Create Case button to create cases; the button cannot work without them so Salesforce for Outlook won't display it.
To fix this problem, please do the following:
Keep in mind that the sandbox refresh process does not copy email service addresses and they must be recreated manually after every refresh.