Email to Case Premium Release Notes 3.69 - 3.86

What's New

  • Hybrid From Addresses: outgoing emails can be sent with the running user's name while the reply to will be the organization wide addresses. This allows a touch of personalization and can be enabled for discrete organization-wide addresses using the new Hybrid checkbox column on the Outgoing Settings page. (3.71)
  • Search Custom Email Fields: when processing inbound emails, custom email fields will be searched to ensure proper contact association even when the message comes from an address which is not the contact's standard email. This feature can be enabled by selecting  Search Custom Email Fields on the Inbound Settings page. (3.76)
  • Save Inbound Email Headers: admins can enter a list of keywords to specify which email headers on inbound messages should be stored on the related Email Message object. This provides the benefit of triggering workflow or other automation on specific headers while not consuming storage space for every header. To use this feature, enable Save Inbound Email Headers on the Inbound Settings page and enter a list of keywords one per line. (3.76) 
  • Case Feed support: the latest version of E2CP includes a link to install the Case Feed Extension Package in the first step of the setup wizard. With the extension package installed and Case Feed enabled in your organization, admins can adjust the setup and configuration options for E2CP compatibility with Case Feed. An E2CP Publisher Action and sample email template are included. (3.80)


  • Forward to Case marker now stays intact on Inbound Email Message record. Previously, the marker would be removed and it would not be possible to determine if the feature was activated. (3.71)
  • Added support for dynamic fields sets on the New Comment page via a URL parameter. For example: companies with multiple Case Record Types can create field sets to display a select group of fields on the New Comment page. Place the appropriate custom New Comment button on each page layout to display the relevant field set for that Record Type. Instructions and more detail are provided in the official E2CP Documentation. (3.71)
  • Organization Id validation on Case thread Ids added. Thread Ids not matching the current Organization Id will be ignored. This allows communication using E2CP between two separate organizations or a sandbox and production testing scenario. (3.75)
  • Thread Id format has been updated to accommodate Salesforce instances with two non-zero digits in the org identifier in id positions 4 and 5. This improves email to case matching on newer Salesforce instances. (3.75)

Bugs Fixed

  • Text over 4,000 characters between ref: and :ref tags in an email no longer result in an email with an internal Salesforce error containing the message "System.UnexpectedException: common.exception.SfdcSqlException: ORA-01460: unimplemented or unreasonable conversion requested". This change was made to solve for instances where ref: and :ref might surround text that is not intended to be a Case Thread ID. (3.69)
  • The Autocreate Contacts feature will now properly associate new contacts to accounts whose website field omits "www". (3.70)
  • Cases with over 1,000 Case Comments no longer produce the following error when attempting to add a comment from the New Comment page: "Collection size #### exceeds maximum size of 1,000 error while creating case comments." Only the 1,000 most recent comments will be displayed on the New Comment page. (3.71)
  • A Salesforce platform deficiency which could allow the creation of duplicate custom settings is not explicitly handled on the settings pages to prevent errors. Previously, users would receive a "Row with duplicate name at index" error. (3.74) 
  • Lengthy HTML only email messages will no longer produce an error during inbound processing. Users are directed to view the related Email Message in this circumstance. Previously, a "System.LimitException: Regex too complicated" would be thrown. (3.75)
  • The presence of geolocation fields on the Case or Contact object will no longer produce Salesforce internal server errors when processing inbound emails. (3.75)
  • Field set required fields are no longer enforced when hitting Cancel on New Comment page in console. (3.76)
  • In a recent Salesforce release, Salesforce instituted a change where outbound email is disabled by default in Sandboxes. That change while good, created confusion for customers when they were trying to use E2CP to send emails and Salesforce would return a not so clear/accurate error message. We send a test email when an admin is in the setup area and display and friendly error if email is disabled in the organization. That test email was sent to which previously was blackholed. Suddenly it is no longer blackholed and instead bounces with either "Undeliverable: Sandbox: testing deliverability" or "Undeliverable: testing deliverability". You can safely disregard these emails and we apologize for the noise. We have changed the target of these tests to which is hackholed immediately. (3.77)
  • Email addresses containing the single quote character (') will no longer produce errors during inbound message processing. Previously, users would receive a "System.QueryException: unexpected token" error. (3.77)
  • The public warning text is hidden when the comment is toggled to private. (3.84)
  • Config1 and Config3 pages no longer produce an internal server error for organizations that are not API enabled. (3.84)
  • Canned Comment insertion is now working in Internet Explorer 8 and 9 again. (3.86)

Known Issues

  • Search Custom Email fields is not currently compatible with auto-add Contacts due to the delay of new records indexed by Salesforce. We are currently exploring workarounds, but it is not recommended that you enable this feature if using auto-add Contacts. (3.79)
  • The New Comment Publisher Action in Salesforce1 is not functioning properly at this time due to this known issue from Salesforce, which prevents the "Submit" button from being enabled. A patch is scheduled for the Summer '14 release. (3.86)


Email to Case Premium


Open a Case

Powered by