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Scott Russo
Forward the first Support Case Email
We are looking for a way to forward the initial email related to a case, to our shared mailbox, outside of Salesforce. Is there a way to forward that email, it's contents(including attachments) using a workflow trigger or some other automated process in Salesforce?
The email being forwarded needs to include the Case Ref ID in the subject, and have any attachments which existed in the incoming email.
The email being forwarded needs to include the Case Ref ID in the subject, and have any attachments which existed in the incoming email.
It also is sending a reply for every case update. So when the case is updated, a notification is being sent to our shared mailbox.
Is this working for you?
Did you find a solution to this issue? If so, would you mind sharing it? We have nearly the same use case. Thanks.
In order for this to work where attachments are included in the forwarded email, you must have an autoresposne email go out first. For some reason we could not get this to work unless there were at least two emails related to the support case record.
Here is the apex trigger code. We used a custom settings record so we could test in sandbox and production witthout having to change the code since we are checking which queue the case is in, and queue IDs are different between production and sandbox.
This code forwards to a shared mailbox, and the distribution list of the original email.