You're using Email to Case Premium and notice that incoming email messages sometimes contain multiple incoming (support) addresses, which leads to improper or unexpected routing of the case.
When an inbound email is processed via Email to Case Premium to create a case, the package will perform the following actions:
1. Examine the To Line of the email message processed.
2. Attempt to match the addresses included to an incoming (support) address defined on the Email to Case Premium inbound configuration page.
3. Set the new case with the Origin, Priority and Record Type tied to the matching incoming address.
When the To line of the case creating email message contains more than one incoming address, the matching process to the addresses defined on the Email to Case Premium inbound configuration page is arbitrary. In certain instances, this may lead to improper or unexpected routing of the case.
There are a few options to consider as far as mail forwarding is concerned:
1. If the intent of including multiple incoming addresses on a single email message is to create two separate cases, ensure that you've configured the Set Forwarding Address for Each Inbound Email Address setting, generated discrete routing addresses, and that your mail server forwards a separate email to each of the respective discrete routing addresses.
2. If the intent is to create a single case with one incoming address taking priority over another, work with your mail administrator to ensure the secondary incoming address is removed from the email before it's forwarded into Salesforce. In this scenario, configuring the Set Forwarding Address for Each Inbound Email Address setting is not required.
Note: Email to Case Premium support can not assist with the configuration of an organization's mail server. For assistance with making adjustments to your organization's mail forwarding, please contact your Salesforce administrator, Salesforce implementation partner, or your Internet Creations Account Executive to inquire about professional services.