When an email is sent out via the Case it gets attached to the ticket. But when an end user replies it's not get captured in the activity. How can I get this to attached? I know I need an inbound, but not sure what I need to add. These are my current inbound email actions for Case.
Hi,
So this is failing due to the condition in this inbound action:
I would recommend to remove that condition, reply and see if it works, then decide what exactly you'd like to filter. You can only reply to that email if 1) you receive it anyway) and 2) it only replies to that case it's about.
So once you test and see that it works, decide if you do want to add some parameters there, let me know and we can work together and build those for you.
If not, then just removing it should work for you.
Please mark reply as Helpful/Correct, if applicable. Thanks!
Hi,
This isn't on a personal developer instance is it?
I assume those are OOB inbound actions? I see one that says Consumer Update Case via reply...I would guess that would be the one that you want to work with? Firstly...ensure you're looking at the right table for inbound actions. Secondly, if it's a reply, take a look at the reply type inbound actions. Thirdly, you want to them narrow it down to the one you want to work with, which I was assuming is the last one. Go ahead and open that up and look and see if there's any conditions:
Any of these conditions can prevent the email from fully going through.
Lastly...I would recommend checking your sys_email.list (search that in left-hand navigator) and see what the system is doing with those inbound emails. You can click the link for each entry in that list and read more about it at the bottom. It'll say ignored or rejected etc.
Let me know if you need anymore help.
Please mark reply as Helpful/Correct, if applicable. Thanks!
No it's not my personal developer instance.
It said the email was received.
