Here's an oddity I wonder if anyone else has seen, or see any comments from Salesforce: If the email address supplied from a webpage using Web-to-Case has two periods (.) before the '@', then Salesforce won't match the Case to a Contact even if there is a Contact record with that email. Ex: If the submitted Web-to-Case form has an email field of "john.doe@xyz.com", and if there is a Contact record where email="john.doe@xyz.com", then the created Case record is auto-connected to that Contact. But in the same scenario, if the email is "john.m.doe@xyz.com" - a valid email syntax folks use to disambiguate email addresses via a middle initial - then Salesforce doe not connect the Case to a Contact.
Anyone heard of this issue? Or heard about Salesforce's response to it or a workaround?
If you've checked the org for duplicate occurrences of the email address, then log a case for this at help.salesforce.com. The support team will be able to investigate, and, if necessary, log a bug.
