Hi Community,
We are registering case from incoming email, we wanted to know the following:
1. Aside from Case Source which is "Email", how we will know that this case record is created from incoming email?
2. How we will know which mailbox this case record came from? Since we specified two mailbox in "List of mailboxes for case registration" lookup.
Thanks
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Hello,
Thank you for your message!
Case Source is the only way to find out whether a record is created from the incoming email. Also, the email gets linked to the case at once.
As for your second question, the mailbox can be seen in the tab "Processing". It's also possible to set a separate case category for each mailbox.
Kind regards,
Anastasiia
Anastasiia Lazurenko,
Thank you for your reply, there is no "Processing" field in Case table.
Hi,
Thank you for your message.
I'm sorry my explanation was not clear enough. For example, you receive an email. A new case is registered based upon this email. Once you open the case, you can find this first email received in the "Processing tab". The email address the request was sent to can be seen there.
There is no information stored in the case table regarding the email it was registered from. Usually, the category field defines the mailbox this case came from.
Hopefully, it's clear now, but please get back if you have any further questions.
Regards,
Anastasiia