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

• 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.
  
  

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

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