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We are using Server Side Sync (using email correlation) and facing an issue where incoming emails without subject line (seen in exchange) are not coming into CRM. This is occurring only for emails originating from unknown emails addresses, messages w/o subject line received from an email address found in CRM are being created properly.
Any advice on how to solve this issue?
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Hi Shanon,
Thanks so much for your reply. The Odd thing here is, that if the incoming email (w/o subject line) is originating from an existing contact within CRM the email would show up in the system and the case would be created. The issue occurs only when the system needs to create a new contact in the case creation process. Any suggestion would be greatly appreciated
My observation is that if you do not filter out emails that do not have subjects, it does create a case. However, I believe due to the unspecified subject, it is unable then to link the newly created case (which may have no case title if you usually put the Subject into the Case Title) to the email (which has no Subject).
I am trying to figure out if you can set a subject on incoming emails with no subject. A workflow doesn't work because of the fact that you are not permitted to update the subject on a non-draft e-mail.
-Shannon
Thanks for the reply, I did more testing and it seems to be related to the automatic case creation rule. I tested an email to a queue with no auto-case-creation rule, and the email record was created.
The problem is that I don't see any settings on the auto case creation rule that is related to the subject line on an email. Also, it does not seem to be related to the conditions; it's blank since we need CRM to create a case for any inbound emails sent to this Queue.
Please go to Setting->Administration and check for Email settings .May be you have some filter for Subject there.
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