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Harry Training DepartmentHarry Training Department 

How to identify if the case was CREATED using email-to-case?

Hi Team,

How to uniquely identify if the case was CREATED using email-to-case?

Thanks,

 
GovindarajGovindaraj
Hi Harry,

1. You can create a queue say 'Email Cases'
2. Then goto Email-to-case -> Routing Address --> 'Edit' or 'New'
3. Set the case owner as Queue i.e. 'Email Cases'
4. Case origin is 'Email'

So, the incoming leads have the owner as 'Email Cases' and origin as 'Email Cases' by this way we can idenitfy the cases created through email.

Thanks,
Govindaraj.S
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I am not following about leads here, I want just cases which are created by email-to-case to be identified. I am in service cloud
GovindarajGovindaraj
Sorry, It's a typo. That's actually cases.

Did u try above approach ?
GovindarajGovindaraj
1. You can create a queue say 'Email Cases'
2. Then goto Email-to-case -> Routing Address --> 'Edit' or 'New'
3. Set the case owner as Queue i.e. 'Email Cases'
4. Case origin as 'Email'

So, the incoming cases have the owner as 'Email Cases' and origin as 'Email' by this way we can idenitfy the cases created through email.
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Thanks! Is this a fool proof method to ensure that only email-to-case scenario cases would be identified?
What about web-to-case scenario? Is there any way to identify that as well?
John Manager Training DepJohn Manager Training Dep
Any updates please?
GovindarajGovindaraj
This thread is to identify cases created via email. So kindly post a different question for web-to-case.