Email to Case: Inbound email attachments renamed to Attachment_1
Last updated 2022-02-10 ·Reference W-2657904 ·Reported By 87 users
When an email with the attachment(s), e.g. pdf, is composed in a specific manner and is sent to On-Demand Email to Case (E2C) address, the case is created in the app however the attachment on the case may be renamed to Attachment_1 which has an invalid extension. This is most likely related to the fact that the sent email's content type is "message/rfc822" which is not handled as expected on Salesforce side.
This could be reproduced under various scenarios depending on sender's environment. Below is one scenario:
1. Have an automated process such as "scan to email" compose an email in Outlook (or another email client) with a pdf attachment e.g. example.pdf
2. Send the email to E2C address
3. Observe the case being created in the app
4. Observe the inbound email on the case has the example.pdf attachment renamed as "Attachment_1"
Users with Outlook 2010 or 2013 can download the "Attachment_1" file on the computer and rename it to "Attachment_1.eml". This will allow users to open this new .eml file as an email message. The email message should include the original pdf attachment which they can then save and view.
The other workaround would be for users to get access to their E2C routing mailbox (the mailbox that forwards emails to Salesforce service address) and access the original email with the pdf attachment there.
Reported By (87)
Is it Fixed?
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