Case Origin, Priority and/or Record Type is not set as expected when a new case is created

The Case Creation settings in Email to Case Premium (E2CP) allow you to choose which Case Origin, Priority, Record Type, and Owner values will be set when new cases are created based on the To: and CC: addresses included in the inbound email. In some instances, this may not work as expected.

Sep 10, 2026
Knowledge

Symptoms

Case Origin, Priority, Record Type, and/or Owner are not set as expected when a new case is created despite having the inbound email address configured in the Email to Case Premium settings.

Solutions

Email to Case Premium looks first at the 'To' address(es), then any 'CC' address(es), and finally at the E2CP routing address the email was sent to in order to determine which Case Creation values to apply. For example, if one routing address appears in the 'To' and another in the 'CC', the 'To' value will be used.

To determine the cause of the problem, start by looking at the 'To' and 'CC' addresses on the inbound email that created the case. You can find the associated email easily by finding the corresponding Timeline entry and clicking the drop-down menu on the right-hand side. This will present you with the option to 'Open Email Detail,' which takes you to the email record where the above information can be found.

In the example above, the email was sent to cdemo2026.jessie@vicasso.com, which forwards to the E2CP routing address e2cpremium@4svoy4o9lil002v4rj77ebikv.in.salesforce.com. When the mail server forwarded the email, the 'To' address was re-written as the E2CP routing address, and therefore that is what is showing in the email record. Since the 'To' address is not the expected and configured inbound address, it is not populating the case values as expected.

If this is the behavior you are experiencing, you have two options to resolve the issue.

Option 1: Work with your email server administrator to see if they can change this behavior and retain the original 'To' address in forwarded emails.

This should be effective, but in case it isn't, or you'd like to try other options, please proceed to Option 2.

Option 2: Utilize the "Set Forwarding Address for Each Inbound Email Address" option to automatically generate forwarding addresses. Then, you will need to speak with your mail server administrator to update mail forwarding to use the newly generated addresses instead of having it use the generic E2CP Routing Address.

Note: Vicasso has noted that this solution is the most effective for any issues related to Case Origin, Priority, Record Type, and Owner not being correctly mapped on Case creation, and will most likely be the solution asked to be implemented when troubleshooting.

If you are still having issues with the Case fields not populating properly, please check the email address you've configured to receive E2CP error notifications. This setting can be seen by navigating to Salesforce Setup | Email Services | Email to Case Premium and found under the 'Failure Response Settings' section; you'll see the 'Route Error Emails to This Email Address' setting. Please check this address to see whether you received any emails from noreply@salesforce.com at the date and time of the email. Be sure to check your spam or junk folders, as these automated emails often get sent there and are easily missed.

Please note that if senders are BCC'ing your email address(es), the latter approach(Option 2) will allow those cases to receive the proper Case Origin, Priority, Record Type, and Owner.

Status

Additional Information

Title

Case Origin, Priority and/or Record Type is not set as expected when a new case is created