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Some Email Addresses Are Stripped from the To and CC Fields on Email-to-Case Replies

Publiceringsdatum: Oct 13, 2022
Beskrivning
Issue

From the Emails Related List on a Case record, the Salesforce User has two options to respond to the email:
 
  1. Reply to All
  2. Reply

The inbound Email Message record can contain multiple email addresses in the To and CC fields. If 'Reply to All' or 'Reply' is selected, the user notices that not all the email addresses are populated in the new email author page.

This behavior is observed on both Salesforce Classic and Lightning Experience user interfaces.

 
Lösning

The previously mentioned behavior is working as designed. The new email author page removes the following types of email addresses when performing a 'Reply to All' or 'Reply' from the Emails related list:
 
  • Email-to-Case Routing Addresses
  • Organization Wide Addresses
  • The email address of the logged in Salesforce User replying to the email
 
This functionality was implemented to reduce redundancy on the Case record.


See also
Default Email-to-Case 'From' address for replies to email
Knowledge-artikelnummer

000386597

 
Laddar
Salesforce Help | Article