SAP Knowledge Base Article - Public

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.

Environment

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

Reproducing the Issue

  1. Configure a third-party email relay or email management solution to forward customer replies.
  2. Send a customer email through the relay solution.
  3. Allow the email to create or update a Case.
  4. Review the determined contact or involved parties.
  5. Observe that sender identification is based on the "From" header rather than the "Reply-To" header.

Cause

  • Sender determination for inbound emails is based on the "From" header.
  • The Reply-To header is not used by the standard sender and Party Determination logic. Therefore, when an email relay or forwarding solution replaces the original sender with another address in the From header, SAP Service Cloud Version 2 identifies that address as the sender.

Resolution

  • This behavior is expected.
  • Standard inbound email processing uses the From header to determine the sender of an email. There is currently no standard configuration option that changes sender determination to use the Reply-To header instead.

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

Product

SAP Service Cloud Version 2 all versions