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Dates in 'Message Date' field and 'Created Date' field not the same in Cases via Email-to-Case

Дата публикации: Oct 13, 2022
Описание
Email from user sent to Routing address on 11/11/2012 but the case was created only on 11/13/2012. The email message date (received date)  displays 11/11/2012.

Go to:
 

1. ​From the case the detail page of the case record, open the inbound email message.
2. In the inbound email message detail page, look for “Message Date” and “Created Date”.

Решение
  • Check Email logs for the email received date and make sure there are no discrepancies. 
  • Check with the user if they received the email on the mailbox associated with the routing address, on the date specified in the 'Message Date' or  'Created Date'.
  • If the mailbox is set to auto-forward emails without saving a copy or if the email receipt date matches the Case creation date, then the error is with the Message date, though the email would have been sent on the same date and time as the Case Creation Date.
 
It is because, in the email message record, the "Message Date" is taken from the message headers, which may or may not be correct, as this represents the date and time settings of the sender's computer (or email server). 
Any correction made, has to be performed on the user's machine or Email server to reflect the correct date and time.
 
Номер статьи базы знаний

000385834

 
Загрузка
Salesforce Help | Article