SAP Knowledge Base Article - Preview

3780378 - Reply-To header is not used for sender determination in inbound emails

Symptom

  • An inbound email is forwarded by an external relay or email management system.
  • The sender identified in SAP Service Cloud Version 2 differs from the actual customer who sent the email.
  • The Case is created or updated using the email address from the From header instead of the Reply-To header.


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Environment

  • SAP Service Cloud Version 2
  • SAP Service Cloud and SAP Sales Cloud Version 2

Product

SAP Service Cloud Version 2 all versions

Keywords

reply-to, from header, sender identification, inbound email, email-to-case, party determination, custom code extension, message/rfc822, eml attachment, txt attachment, filename extension, content-disposition, document service, mime type, service cloud v2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To

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