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Outlook 'MSG' file attached to emails from Cases is displayed with multiple attachments

Date de publication: May 2, 2026
Description

When a user sends an email with an Outlook .MSG file as an attachment to the Email-to-Case (E2C) address in Salesforce, the .MSG file is saved as multiple separate attachment records (Attachment_1, Attachment_2, etc.) rather than a single file. The number of attachment entries corresponds to the number of email threads nested within the .MSG file.

Classic Experience

In Salesforce Classic, navigate to the email in the Emails related list on the Case and open the email to view the individual attachments.

Lightning Experience

In Salesforce Lightning, attachments are added to the Case Attachments related list on the Case record.

Résolution

This behavior is expected in Salesforce. When an Outlook .MSG file is forwarded to the Email-to-Case (E2C) address, Salesforce parses each nested email thread within the .MSG file and saves each thread as a separate attachment record. The number of resulting attachments (Attachment_1, Attachment_2, etc.) equals the number of email threads contained within the original .MSG file.

Note: These attachment files can only be viewed in the browser. Downloading or saving the files is not supported — only the view option is available.

How to Access the Attachments

Classic Experience

  1. Open the Case in Salesforce Classic.
  2. Navigate to the Emails related list.
  3. Open the relevant email.
  4. Click on each attachment (Attachment_1, Attachment_2, etc.) to view the contents.

Lightning Experience

  1. Open the Case in Salesforce Lightning.
  2. Navigate to the Case Attachments related list.
  3. Click on each attachment to open and view it in the browser.
Numéro d’article de la base de connaissances

000387941

 
Chargement
Salesforce Help | Article