Old Emails in Activity Feed

Question

Hello Trailblazers,

I am having an issue with old emails showing up in my activity feed under the "upcoming & overdue" section within account records. These old emails are associated to cases and have no senders nor recipients as users within Salesforce. Why are those old emails showing as "Upcoming & Overdue" instead of in their respective date occurences. How can I fix this issue so they show up in the right section of the feed?

Thanks for any help

Tom Bassett · Accepted Answer

Hello Emmanuel,

Is it possible that these emails were created as Tasks using Email to Case?

That has the option to automatically create each incoming email as a task. Against the settings you can choose a status for this task if the status is not marked as completed automatically then it'll show up in the upcoming and overdue section as described.

I think it may just be a case of doing a data job to mark these tasks as completed.

If this helps please mark as best.

Thanks Tom 🙂

Anne Nuguid · Answer

I just had this issue for only one of my accounts, am very grateful for this thread!     Basically I had an account that was showing 8 emails from 2021 under "Upcoming & Overdue" in the activity feed. All of these emails were via email-to-case. No other accounts in my org where this was happening.     After seeing  @Tom Bassett https://trailblazers.salesforce.com/profileView?u=0053A00000EKVyvQAH 's answer above, I decided to do a little SOQL digging, as I actually had 856 Task records come up where TaskSubtype = 'Email' and Status = 'Open', but no other accounts linked to these cases had the issue.     It turns out that the 8 emails also have a WhoId, while none of the other tasks had a WhoId. The following query found them:  SELECT Id, WhoId, WhatId, TaskSubtype, Status, ActivityDate__c, Subject FROM Task  WHERE TaskSubtype = 'Email' AND Status = 'Open'  ORDER BY ActivityDate    I first opened each email into a different browser tab to make sure I didn't lose them... then I removed the WhoId using data import. I refreshed each email to make sure the "Related To" case was still there, and indeed they have now dropped off the Upcoming & Overdue section 🥳

Old Emails in Activity Feed

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