function readOnly(count){ }
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
+ Start a Discussion
Shahin MShahin M 

Getting alias from email headers

Hi all,


I was wondering if anyone else has accompolished this task? We are working with Email-To-Case using SFDC agent. What we like to do is to setup multiple email aliases, from which the emails get forwarded to a mailbox where the  case can get created. The reason for this setting is to avoid having to create 10s of different mailboxes. We like to extract the alias from the email header and add it to a custom field against the case (to setup further assignment rules based on the alias).


The question is:


Does anybody know if the email alias is going to be available in the email header?


thanks in advance


In past experiences, any time that I've seen clients forward user's emails to an email-to-case email address, it has depended on the email server and/or they way the forwarding rule was configured.  The forwarding rules will either happen at the server-level, (before landing in the employee's mailbox), or mailbox-level (forwarded out of the employee's mailbox).  


At the server level, the message headers are retained from the original sender and the alias won't be there.  At the mailbox level, the header will have been changed and will include the alias.  


This type of forwarding mirrors what happens if there is no forwarding rule and the employee manually forwards the message to the email-to-case address.  Try doing this to see if the header contains the alias you are looking for and if it does, your next step will be creating a forwarding rule to acheive this for you (depends on your email server and/or client of choice).