I've seen that when a case is automatically created upon receiving an email, the case "Source" field is "email".
I have several mailboxes used to create cases and I'd like to set different "source" values depending on the source mailbox (for example "email mailbox1", "email mailbox 2", ecc) to make statistics and better distinguish cases depending on the source mailbox that originated the case.
How can I configure the "source" field for a case depending on the mailbox that created it?
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Hello Massimiliano,
As an option, you can use a Category field for this purpose.
You can specify names of mailboxes in this field by editing "Case categories" lookup.
Please follow this academy article to find information on how to create a connection between Case Category and Mailbox the case has been registered from.
Kind regards,
Roman