Email to Case: On Demand Best Practice for Email Retention and Preventing Email Loops
|Knowledge Article Number||000230920|
|Description||In some cases, an inbound email message redirected to the Email to Case - Email Services Address may not process as expected due to a number or reasons including but not limited to:
In these situations, the logic of our application server is to send an email error notification to the configured Automated Case User.
Setup | Customize | Cases | Support Settings | (Automated Case User)
The error notification will generally indicate the reason for the failure, and depending on the type of issue and where along the processing path it fails, in some scenarios the original message may be included in text format along with original internet header information.
|Resolution||If an error occurs during processing, the Case or Inbound Email Message record will not be created. The Case will need to be either created manually, or resubmitted through the saved email in the internal Routing Address inbox.
As a recommended best practice, the following should be implemented: