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Email-to-Case On Demand: Inbound Emails Missing Default Case Priority, Origin, or Record Type Due to Unverified Routing Address

Data pubblicazione: Jun 28, 2026
Descrizione

When using Email-to-Case On Demand in Salesforce, an administrator may notice that inbound emails routed through the Email Services Address create cases without the expected default values — such as Case Priority, Case Origin, or Case Record Type. This issue occurs when the routing address has not been verified after creation.
When a new Email-to-Case routing address is created, Salesforce sends a confirmation email to that address. A link in this email must be clicked to complete verification. Until the routing address is verified, Salesforce does not apply the configured default values (Case Priority, Case Origin, Case Record Type) to cases created from inbound emails.
Affected Feature: Email-to-Case On Demand (Salesforce Service Cloud)

Risoluzione

To resolve the issue of inbound emails creating cases without default routing address values, verify the Email-to-Case routing address by following the steps below.
How to Verify an Email-to-Case Routing Address in Salesforce

  1. Go to Setup and search for Email-to-Case in the Quick Find box.
  2. Under the Routing Addresses section, check the status of the routing address. The status displays as either Verified or Pending [Resend].
  3. If the status is Pending, click the Resend button next to the routing address in question.
  4. Open the confirmation email sent to the routing address and click the verification link.
  5. Return to Setup > Email-to-Case to confirm the status is now Verified.

Once the routing address is verified, Salesforce applies the configured default values — including Case Priority, Case Origin, and Case Record Type — to all new cases created from inbound emails sent to that address.
Note: If the confirmation email is not received, check the spam/junk folder of the routing address mailbox, or use the Resend button to trigger a new confirmation email.

Numero articolo Knowledge

000385832

 
Caricamento
Salesforce Help | Article