We have a system setup where complaints from a website form are emailed to an address and subsequently picked up by the email router and placed in a queue. Users then create a case from these emails (custom code create the case and populates it based on the email content and the queue it arrived into)
Some of the emails are coming in and the regarding object is set to an existing case even though the email and the case are not related. My guess is that this is something to do with the fact that the emails are coming into the queue from the same web address (complaints#abc.com)
Can somebody explain to me the criteria the email router uses for setting the regarding object of an incoming email
Thanks,
Neil
Looks like you are another "victim" of a feature called Smart Matching. For info on what that is and how to disable it, look here.
Related
In Api Management Service, when someone subscribes to an Api, they gey a mail from a no-reply address. By default, this mail is something like "apim-noreply#mail.windowsazure.com", I changed this in de settings to "no-reply#myorganization.com".
But now when a user receives an email, both these addresses are listed as the sender address. How do I fix it to only display my custom address and remove the default one (circled in red)?
I tried looking in the mail templates to see if it was present there, but it wasn't.
I tried finding a solution in Microsoft documentation but couldn't find anything.
I understand that you wanted to change the "Mailfrom" header to a value of your choice. Currently it is not possible. The "MailFrom" header contains information about the actual sender of the email since APIM sends the mail you will not be able to remove apim-noreply#mail.windowsazure.com due to security issues.
Found a very similar question here: Email aliases not returned as "To" address in logic app
TLDR: From within a logic app "When a new email arrives" trigger, How do I get the original alias that the email was sent to?
I have a logic app that creates a ticket based off an email sent to an outlook box. Now I want to be able to choose aspects of the ticket based off of whether or not the email was sent to the mailbox itself or an alias of the mailbox. The problem I'm having is that by the time logic apps gets a hold of the email, the alias address has already been replaced with the actual box's address ("alias1#place.com" -> "actualbox#place.com").
The actual mail in the inbox has the original email's alias information in the headers, but I can only get them by looking at the properties in outlook. I've tried to get the original "To" internetheader information both within logic apps (by exporting the email to blob storage and looking at headers there) and with the Microsoft Graph API. Sadly, the email exported by logic apps doesn't have the alias information and Graph API has pretty much every header but "To". At least one other person has lamented the lack of To
That said, the actual email still has the original alias information. Can someone help me get that information in logic apps without jumping through too many hoops? A many hoop solution is welcome if none other can be found though.
Use the Export email (V2) action from the Office 365 Outlook connector. This will give you the full message with original headers (including the actual To address)!
The flow here is, trigger on the incoming email, as you already are, then add the export email action providing the message id from that trigger to pull this specific email.
From there, you you'll have one big "body" property which you'll need to interrogate to find the To address.
Caveat on this though, it doesn't work when emails are sent between mailboxes in the same Office 365 tenant. Exchange Online will "helpfully" go, "I know that address... this is the address you wanted!"
What API are you using? In Outlook Object Model / MAPI / EWS, you need to retrieve the PR_TRANSPORT_MESSAGE_HEADERS MAPI property (DASL name http://schemas.microsoft.com/mapi/proptag/0x007D001F)
We arrived at a many hoop solution.
The "Primary" email box now has some rules that look at the internet headers mentioned above (Message -> Properties -> look for 'To:').
If it finds an alias there, it will put the email in a corresponding folder for each alias.
Then we have logic apps listening to each of the alias folders which will then send the email's information to the _Core logic app that does the actual processing.
using the salesforce Email Services can we do means prevent duplicate cases and How please???
I understand your pain. My users often complain that our service email address is included in email conversations and this creates a case for each email received. They then have to spend hours merging the cases and pulling out the relavant material. Worse, they have to manually move email attachments from the duplicate child case to the parent case.
One solution is to purchase an AppExchange application that provides a custom email handler that works well. Look for the Email to Case premium on the AppExchange.
https://sites.secure.force.com/appexchange/listingDetail?listingId=a0N30000001R5cyEAC
Or you can do what I did and build a custom email handler. See my blog for the code which is currently working in our organization:
http://sforcehacks.blogspot.com/2012/01/email-to-case-can-create-too-many-cases.html
I am building an MVC application (using the Zend Framework).
When users first register, the applicaiton sends them an email. My question is, where should I trigger this email from? The model or the controller? My thoughts are as follows:
In some ways, the model makes sense, since sending a registration email is part of my business logic. Users must click the link in the mail to validate their email address.
But by putting it in the model, I am 'encumbering' the model. The model's registerUser action is then only useful within the context of an application that needs emails sent for every registration.
Instead, by triggering the email from within the controller, my controller would be a litter 'fatter', but my model a little more 'fine grained'.
I have written an email service which actually configures and sends the email, and I think this is a good design decision. I am really just asking where I should be calling this service from.
Your thoughts are most appreciated!
According to Zend Framework's definition of MVC, you should put send the email from the controller:
Controllers...decide which view to display based on the user's request.
Models, on the other hand, contain:
...basic functionality behind a set of abstractions.
An email may be considered a "view" in that it displays information to the user. It is the controller's job to activate this "view."
In my opinion, I would want this in the model, as I would consider this an assumed process of the create user method, rather than any specific interaction with the user making the request.
In other words, since I would always want this email sent, regardless of the source of the request, I would identify this as a natural byproduct of the create user action, similar to a record being saved in a database.
You might want to look into using something like NServiceBus to queue messages to be sent to your Email Service.
This way you can have NServiceBus subscribe to an event that occurs and omit any manual firing of the email service etc.
Ultimately you want a failsafe way of ensuring your messages get to the intended people. This kind of framework will greatly help you ensure that this happens.
Alternatively you could store the emails to be sent inside your database and have your email service check the database queue every x minutes for new emails to send and omit the need for triggering the email sending.
Again, doing it this way will ensure at the least that the emails get sent. Should the network go down or some other disruption occur during the sending of each email you can simply leave them in the queue until the network comes back up.
So, here's my situation. We have a department that needs the ability to use queues in CRM 4. They also need the ability to reply to e-mails that come to that queue from their department e-mail address. (So that any customer responses will go back to the queue to be handled by agents)
I originally was going to build a JavaScript customization that inserted a checkbox that said "Send From Business Unit". Toggling this would look up their department user based on the e-mail address on the Business Unit. I successfully got this working (as a concept), but found that actually sending triggers the dreaded "CrmCheckPrivilege failed."
Which is good, because that means CRM is actually enforcing security.
So my problem? I have no idea how to replicate this functionality and it's a must have for this customer group. Is there anyway to modify the e-mail after it's already gone through security checks via a plugin? Perhaps a pre-stage send plugin?
I want to be reasonably certain of success before I commit a lot of time to this solution. I'm also open to any other ideas too.
Thanks in advance,
Clif
Well, first, a "CrmPrivilegeCheck failed" can always be fixed by adjusting the user's roles and giving him the appropriate privilege (the privilegeId is always returned in the exception but may not be shown in the particular error dialog you are getting) and level, but this may not be wanted by the department.
A solution we have used is just slightly different from yours: Do not send the mails through another user, but through the queue. Queues can also be eMail senders in MSCRM. The queues should already have the correct eMail addresses set in order to work properly with the eMail router. Set up a way to determine the correct queue (like a field on the systemuser entity or a hardcoded queue name in your JavaScript) and set the from lookup accordingly in your JavaScript. That way the eMails will be sent using the name and address of the queue, so any direct replies will always have that queue as the recipient.