Comments on: Troubleshooting Email to Case

By: Ashish Yadav

Ashish Yadav — Fri, 20 Aug 2021 14:00:13 +0000

We’d like to have reported on calculating FCR –
First Contact Resolution on our cases. The calculation is the percentage of cases resolved with one response to an email.

Hints :

You need to create a custom field in case of the object to store email sent count & keep count of email sent
You need to create report which has fields Case Number, Agent Name (Case owner), Number of Email Response

By: Shreya

Shreya — Fri, 27 Dec 2019 14:51:43 +0000

Hi.. I am creating an auto case from email to case. After getting the auto created case, I can see there are extra things added in the description of the case. How to prevent this extra description in the auto created cases.

By: Ankur koul

Ankur koul — Tue, 21 Aug 2018 05:35:29 +0000

can anyone tell me how to populate account name through email to case, i know manually we can. But through email to case, a case will be generated but account name and contact name will be blanked. my requirement is fill the account name if an existing user is sending the email and if new user is sendiing the email then we have to create a account first and auto populate that account. this kind of possible through trigger . but if someone can give more insights would be really helpful to start off

By: Vijay

Vijay — Thu, 16 Jun 2016 17:18:00 +0000

In reply to Jitendra Zaa. Should I send the code snippet from trigger handler . It looks little untidy as I taking over it from different team to support issues

By: Jitendra Zaa

Jitendra Zaa — Thu, 16 Jun 2016 16:45:00 +0000

In reply to Vijay. You need to check (debug) all cascading DML as well. From Case trigger, does any code try to update common parents like contact. You can delegate case deletion task to asynchronous Apex

By: Vijay

Vijay — Thu, 16 Jun 2016 16:42:00 +0000

In reply to Jitendra Zaa.

Hi Jitendra,

Thanks for acknowledging quickly. To be more specific below are the details.

1.Agent is trying to reply back to Case . And a copy of mail sent to salesforce Id also.
2.Then new email message object gets created with from new case and we are trying to re tag email message and respective attachment to existing case. We have taken this approach as client doesn’t want thread Id to be displayed in Subject.
After insert of new email message from trigger we are deleting new case created which will delete all children object records.
Thanks
Vijay

By: Jitendra Zaa

Jitendra Zaa — Thu, 16 Jun 2016 16:22:00 +0000

In reply to Vijay. Hi Vijay, These kind of error are not because of one functionality but mostly accumulated over the time with lots of customization in Trigger. Possible reason is Data Skew. Are you having any parent record which has many childs like more than 10k. When you create a case, are you attaching this case to any generic parent record ?

By: Vijay

Vijay — Thu, 16 Jun 2016 06:50:00 +0000

Hi
I have a scenario for Email-to-Case functionality where are not using thread id in subject. And there is trigger on Email Message when the agent is replying back to customer we cc’ing salesforce to capture response of the agent also. But it creates new case and in the trigger handler we are creating EmailMessage and Attachment with values from newly email message and tag it to existing case. But there we are running in to concurrent issue and OBJECT_LOCK_ROW issues. Can you please help us with best approach to it

By: Sangeeta Bishnoi

Sangeeta Bishnoi — Sun, 24 Jan 2016 12:18:00 +0000

In reply to Jitendra Zaa.

Thanks for your reply Jitendra, Could you please explain workflow solution a little more more specially the last line ” You need to perform one time job to calculate unique field on existing cases.” . if i make a unique text field of case subject , then would it work ? And what other conditions i need to give so that it would not stop to create genuine cases .
i think we are getting duplicate case because of both of the conditions , due to automatic replies as well as multiple mails.we are getting duplicate cases for different-2 subjects.
and Could you please also provide the complete code for trigger as what code we need to put at the place of comments (like at line no 16,14,21,23) ..

if(c[0].Subject != null) {
14 //We have a subject, proceed.
15 if(c[0].subject.contains(‘[ ref:’)){
16 //No Errors. Email should be attached to the case.
17 }else{
18 if(check.size() > 3){
19 if((check[0].createddate.addMinutes(5) > System.now()) && check[0].subject.contains(c[0].subject)){
20 c[0].addError(‘Automatic email loop has been terminated’);
21 //Loop Was Killed.
22 }else{
23 //New Case should be created now!
24 }
25 }
26 }

By: Jitendra Zaa

Jitendra Zaa — Sun, 24 Jan 2016 02:22:00 +0000

In reply to Sangeeta B. Duplicate case is becoming because of auto reply or its really multiple emails sent ? Permanent solution would to have a trigger written on Case object. Another "point & Click" solution is to have a Text field marked as "unique" and use workflow rule to populate that field. You need to perform one time job to calculate unique field on existing cases.