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Wayne Tam

Organization Wide Addresses Restrictions and Email to Case Routing Addresses

Case Management

For Organization-Wide Addresses, administrators have the option of restricting the availability (based on Profiles) to use the email addresses in the From drop down menu when compiling an email. But what if the Org also has an Email to Case Routing Address that has the same email address as the Org Wide Address.

The following is true:
- The E2C Routing Addresses only show up when compiling an email from the Case record
- Org Wide Addresses are available/not available globally (based on profile restriction), so it's possible to see duplicate From address options if the Org Wide Address and E2C Routing Address are the same when compiling an email from a Case record.

Request:

Would like to see a behavior change, where the E2C Addresses would reflect the restrictions settings from the matching address of the Org Wide Address.

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Comments ( 25 )

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Peter Wyngaard - 2 months ago

It's always disappointing to (1) run into a problem in Salesforce, (2) find an Idea that describes the problem exactly, then (3) find it's been open for 8 years (or more). In addition to the OP's issue/request, having duplicate entries in the From picklist on Case emails is also confusing/annoying to users. At least there's a workaround for this issue with a QuickAction.QuickActionDefaultsHandler implementation.

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Luis Ovalle - 1 year ago

How do i get notifications if this status changes or SF actually decides to fix this issue?
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Anthony Nguyen - 1 year ago

7 years and still open...
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J Scott Grant - 1 year ago

This makes it really difficult to use E2C with multiple departments.
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Erin LeGuluche - 2 years ago
Need the ability to restrict users who can use email to case email addresses in 'From' drop down. This can be very confusing.
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Rebecca Hunter - 2 years ago

You can create a custom "Send Email" button that defaults the selection of the from address, but the other addresses still remain in the list.
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Adakole Kennedy - 3 years ago

I am in this exact need! Salesforce please fix!
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Denise Hensal - 3 years ago

I see some of you would like to restrict the "From" case email addresses and I wanted to share this other Idea I found which covers this request - https://success.salesforce.com/ideaView?id=08730000000BpcTAAS.

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Erik Krevh - 3 years ago

Need the ability to restrict users who can use email to case email addresses in 'From' drop down. This can be very confusing.
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Becky Willis - 4 years ago

Is there any way to at least change the order of how they appear?
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Jordan Richichi - 4 years ago

I am having this issue now. I am guessing if they had a fix then this would be closed out.
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Rags Pallapoluvenkata - 5 years ago

This is very much needed !!
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Lisa Eason - 5 years ago

We have where email comes in to multiple email addresses but only want our agents to be able to use 1 FROM address. They know to select the correct from address but that doesn't always happen. It would help if we could restrict in the routing like we can the org wide.

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Jen Engelhardt - 5 years ago

* I also have the need for E2C Addresses to reflect the restrictions settings from the matching address of the Org Wide Address. The workaround posted within the comments cannot be accomodated for my business process.