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Order of Salesforce Email Addresses Gets Shuffled on Inbound Email Message Record

Publiceringsdatum: May 2, 2026
Beskrivning

This article describes a known limitation of the Salesforce Email-to-Case feature where the order of email addresses in the To, CC, and BCC fields of an inbound EmailMessage record may differ from the original email.

Steps to Reproduce

  1. Send an email from any email client with multiple email addresses in the To, BCC, and CC fields. Include an Email-to-Case routing address in the To or CC field.
  2. A Case is created in Salesforce from Email-to-Case.
  3. Navigate to the Case record created from Email-to-Case and open the Inbound Email Message record.
  4. Verify that the order of email addresses displayed in the To, BCC, and CC fields in the EmailMessage record may be different from the order in the original email (compare against the sent email in your mailbox).
Lösning

Known Limitation — No Workaround Available

This is a known limitation of the Salesforce Email-to-Case feature. When an inbound email is processed by Email-to-Case and an EmailMessage record is created, Salesforce does not guarantee preservation of the original order of email addresses in the To, CC, and BCC fields.
The display order of email addresses in the EmailMessage record may differ from the order in the original email sent by the customer. This behavior occurs due to how Salesforce internally processes and stores the EmailMessageRelation records associated with each inbound email.
There is currently no workaround available for this behavior. If this limitation affects your business processes, consider submitting an idea on the Salesforce IdeaExchange to prioritize a fix.

Knowledge-artikelnummer

000394050

 
Laddar
Salesforce Help | Article