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Custom fields are not getting sourced onto case
We have a couple of custom fields on the case record that are sourced from the customer record.
When a case is created from the UI, these fields are sourced and populated correctly.
However, if the case is created from an e-mail (e-mail to case creation feature), these fields don't get populated. And yes, the e-mail "from" address represents a valid contact for that customer; when the case is created, it references the right customer and contact.
We suspect that this was working before but stopped working recently. Is this a known problem?
We have entered case # 586152.
Thanks
Jan
0