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Hello,
I was wondering how is that even possible that an incoming email has a status of "Draft" where it should be "Recieved" and the weird thing is that when I open the email record I can able to Click send. We actually have a workflow that converts an email to Case however that sometimes not working properly.
Any help will be appreciated.
Regards,
I have come across several hundred in my organization that are inbound Drafts. From what I can tell, it is because the initial Contact had an email address change, so when they replied or were copied on a reply, it couldn't process. So far I have not found a way to change the From value (because from can only be internal, at least for us) but I can delete the bad contact in the To and Cc fields. I can't re-process the email though. Side note, the email is in the Timeline as expected, so I don't want to delete it.
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