I have an unusual scenario I am trying to fix. Two new customers sent in two separate emails, creating two new bare-bones Contact records in CRM and two separate Cases. Our best guess is that one of our Users was editing both Contact records at around the same time and accidentally swapped their contact information. So Email A which actually came from Contact A says it is from Contact B, and Email B which actually came from Contact B says it is from Contact A. If that was the end of it, I could just swap their Contact information back and everything would be fine. However since the swap both contacts have sent in multiple emails that are now linking with the correct Contact record. If I try to swap the information in the Contact records now, the new emails would then link to the wrong Contact. So, to fix this what I need to do is edit the From field in the original received emails. Is this possible?
I've tried this before. I can't manually edit cases that are not in Draft status and I believe workflows cannot either. I can create a workflow that changes the status to Draft, edit it, and then change it back to Received. However, when the email is in Draft status I cannot change the From field to link to a Contact record. The only option I can think of might be some JavaScript or a plugin to change the From field. For now I've just deleted the From field so that it is blank. The emails don't link to the correct contact record, but they don't link to the incorrect record which is the important part. The emails still show up in the proper Case records so our users can still find them and respond. It just looks odd that the from field is blank.
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