Support Article
Emails not being attached to cases
SA-7777
Summary
Develpoer is using the OOTB activity and a replicate of the Service Email rule EmailDefault • Work- • CreateEmailFlow to attach email replies to cases. However they are not being attached.
Error Messages
Please run as detailed above and you will see the message in the tracer. You may need to send a few emails as this email inbox is listened to by 2 environment.
Steps to Reproduce
1. Update the operator profile to your email address
2. Create a Email Listner and flow Add a local action that allows you to send emails.
3. Create a case and then send an email.
4. Reply to the email
6. The tracer throws an error and the email is not attached to the case.
Root Cause
ProcessInboudmails activity is design to attach email as the correspondence.
Resolution
This issue is resolved through the following local change:
Requested Developer to use "processinboundmails which is using CorrCreateAndSend activity to create correspondence and attach that as correspondence."
This is creating pyCorrPage which is of instance Data-Corr0 and so the when you return the mail which comes back to the work object it gets attached as the correspondence and not as the the email.
Where as if you use pyCreateAndManageWorkFromEmail AddAttachmentFromMail. This will trying to create an attachment of file Data-WorkAttach-File.
Published January 31, 2016 - Updated October 8, 2020
Have a question? Get answers now.
Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.