Automatic Email about case creation isn't showing up as an associated activity

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Posted on by Rick Kenyon

Hello everyone!

I current have a process that sends an automatic email to a customer when their case is created. However, the automatic (outgoing) email isn't being associated with its relevant case as an activity.

I do not have any step including "regarding", as I have not worked with it before, and I do not wish to make a Record Creation and Update rule. Any suggestions? Do I just need to add a step to include the automatic email regarding the case creation?

Thanks!

- Rick

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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RE: Automatic Email about case creation isn't showing up as an associated activity

okay so basically the email is created but it is not associated with the case. For that we needed to add case as regarding on the email.

Probably in your workflow when you are creating an email you need to set the case as the regarding.

In below image you can see case is added as regarding.

So when this workflow will trigger(in this example if case origin = email) then it will create an email and attach it to that specific case.

Thank you,

Amit katariya

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Rick Kenyon 12 on at

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RE: Automatic Email about case creation isn't showing up as an associated activity

Hi Amit,

That is correct; the workflow is successfully creating the case, which is also the trigger for the email (which is still being triggered and automatically sending). But that automatic email is not being associated with the case in the timeline (activities).

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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RE: Automatic Email about case creation isn't showing up as an associated activity

This workflow is working on the case entity correct? and if specific condition will satisfy then it will trigger this email?

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Vardhan 65 User Group Leader on at

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RE: Automatic Email about case creation isn't showing up as an associated activity

Hi Rick,

If you don't set regarding feild on emai , then the email activity will not be associated with the Case.

In the existing process which is sending the email, On create email step set regarding to case record as below.

BR,

Vardhan

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