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Learn why inbound emails via Email-to-Case On Demand do not have the default routing address

게시 일자: May 19, 2023
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After creating a new on-demand routing address, the Administrator may notice that inbound emails redirected to the Email Services Address are creating cases without the selected Case Priority, Case Origin, or Case Record Type values.
솔루션
The behavior may happen when the routing address has not been verified. When a new routing address is created, a confirmation email is delivered to the address, where a link must be selected for validation.

The status of Routing Addresses can be viewed by searching Setup for Email-to-Case. Under the Routing Addresses section, the admin should either see 'Verified' or 'Pending [Resend]'.

To address the issue, verify the Routing Address via the confirmation email.
  1. Go to Setup and search for Email-to-Case.
  2. Click the "Resend" button on the email routing address in question.
 

 
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