In this post, I will discuss about one of the issue which we faced in Email-to-Case(On Demand).

Issue:

On Demand Email-to-Case was configured correctly, but the Case was not getting created in Salesforce.

Analysis:

1. Checked Email-to-Case Routing address configuration and it looked fine.
2. Tried sending an email to the configured routing email address(Salesforce generated email address) and the case was not getting created in Salesforce.
3. Tried increasing Debug logs but Salesforce didn’t log anything.

Solution:

We made few custom fields required at Cases(Required at field level) and this is the reason why Case was not getting created since we didn’t supply values for them. Made required at Page Layout instead of Field level so that the custom fields became mandatory only for the Cases created through UI.

Comments are welcome, as usual.