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Bounce back loop from 'Email-to-Case' creates more than 1000 Cases

Publiceringsdatum: Oct 13, 2022
Beskrivning
This solution should be a used if customer’s 'Email To Case' setup is creating 1000s of new Cases because of a bounce back email or an 'Out of the Office' auto notification email stuck in a loop.
 

Scenario:

If a customer has the 'Email To Case' process setup with an auto-response rule they may run into instances where the system gets into an endless loop. If the return email address for the Case submitter is an email account that does not accept incoming emails causing a bounce back, this loop will occur. The system does not recognize that this is the same email that was bounced back and it will continue creating emails and sending the email template to the sender of the original email.

 

  • In Salesforce Classic: Setup | Customize | Cases | Support Settings 
  • In Lightning Experience: Gear icon | Setup | Feature Settings | Service | Support Settings
The 'Automated Case User' may see the following email notification indicating that a Case record was not created from an inbound message:
  
-----Original Message----- 

From: support@salesforce.com [ mailto:support@salesforce.com ] 
Sent: Tuesday, May 15, 2012 11:34 AM 
To: Test User
Subject: Email-to-Case: Error(s) encountered while processing 

The following errors were encountered while processing an incoming email: 

LIMIT_EXCEEDED : A loop was detected in Email-to-Case processing
 
Salesforce has set measures to detect an email loop from an external email system. This is set in place to prevent a continual loop that could cause a large amount of erroneous inbound messages into a Salesforce.com organization.

The 'Email to Case' looping algorithm looks at Subject, Sender, and Body to detect looping. After receiving more than 15 emails in 60 seconds with the same content in the three fields, the loop detection will trigger and stop creating Cases within that time span.

Note: Environment processing variables could affect the 15 inbound email governing limit, and the number of Cases created could vary to slightly more than the limit.

Some causes of email loops could range from:
  • 'Out of Office' replies to improperly created Workflow and Email Alerts that send to a Email to Case Routing Address. 
  • Case Auto Response Rule's 'Reply to' and/or 'Sender's email' address set as the Case Routing Email address.
  • Owner of the Case (either a Queue or a User) email address is an active Email to Case routing address.

An alternate resolution in preventing these kind loop issues is to create a Validation Rule that will prevent the creation of cases if the subject contains a specific word depends on the customer's issue.
For example, if the email loop contains "OOO" in the email subject then you may create a Validation rule with this formula:

CONTAINS( Subject , 'OOO')



 
Lösning



The issue can be fixed by modifying configuration settings to not utilize the Routing Address. In addition, you need to change the Outlook filters to re-route incoming bounced back or Out of the Office emails to a different folder other than your inbox. This way they do not hit the Email-to-Case Routing Address. Your IT would be able to help you set this up. This is the easiest way to prevent the loop from occurring in the first place.

For example:

IT can create a folder called Bounced Messages in Outlook (Outlook account that is used for the routing address). A filter can be created that checks the Subject line for all the incoming emails and if they start with or contain values such as ‘Out of the office’ or ‘Undeliverable’ or any other type of errors, route them to the newly created folder instead of the inbox. This will stop these types of emails from reaching to Salesforce.

 
 
See also:
Email-to-Case 'Error(s) encountered while processing' with NULL body content
Error 'LIMIT EXCEEDED 'Email-to-Case: Errors encountered while processing' received via Email-to-Case
Email-to-Case Cases not assigned to correct queue or record type 
Multiple Case Email Notifications from Email-to-Case


 
Knowledge-artikelnummer

000385835

 
Laddar
Salesforce Help | Article