#Service Cloud121 discutindo

Has anyone else noticed a sudden change in how Salesforce handles inbound .eml attachments via Email-to-Case recently?

The Setup: We have government customers who, for security compliance, regularly send case details, reproduction steps, and screenshots packaged inside .eml file attachments.

The Issue:

• Previously: Salesforce successfully ingested the file wrapper and stored it as a clean .eml file under the Files/Attachments related list. Agents could download it, and it would open seamlessly in Microsoft Outlook with all formatting intact.
• Now: Salesforce appears to be actively stripping or parsing the .eml extension upon ingestion. The file is being split into separate, unformatted .txt and .html files (or the extension is stripped entirely upon download), forcing agents to manually re-append .eml to the filename just to read it.

Troubleshooting Done: We checked File Type Security settings (/lightning/setup/FileTypeSetting/home), but .eml isn't a standard option available to modify download behavior. I also pulled up a historical case from right before the platform behavior changed, and verified that the exact same

type of inbound email previously imported perfectly as a single .eml file. 

This feels like a recent backend regression or a quiet change to the platform's file-scanning/MIME-type engine. Related to Summer 26 release. (Maybe this: https://help.salesforce.com/s/articleView?id=release-notes.rn_experiences_files_malware_scanning.htm&release=262&type=5

) ? 

I’ve reopened a case with Salesforce Support. Is anyone else seeing this behavior in their orgs, or has anyone found a workaround that doesn't involve forcing agents to manually rename extensions all day? 

Appreciate any insights!

Hi 

I am trying to create the Case Hierarchy coupling that we have in the Case object. 

There are 8 cases related to the Original Case 

The Parent Case number doesn't display all the Related Case 

I create a formula field - Case Hierarchy  

BLANKVALUE(Parent.Parent.Parent.Parent.Parent.CaseNumber,  

BLANKVALUE(Parent.Parent.Parent.Parent.CaseNumber,  

BLANKVALUE(Parent.Parent.Parent.CaseNumber,  

BLANKVALUE(Parent.Parent.CaseNumber,  

BLANKVALUE(Parent.CaseNumber,  

CaseNumber))))) 

but this does not capture all related cases

I can't figure out a way to capture on the linkage - any advise who be appreciated 

@* Service Cloud * @* Sales Cloud - Best Practices *

We created a new email-to-case configuration and new organization-wide email address in a sandbox. The configuration was done by our Release Management user (which doesn't have the System Administrator profile).    End users received their respective verification emails but were unable to complete the verification process. They clicked on the link in the email which opened up a browser window with the Verify Email Address button. After clicking on the Verify Email Address button, the browser screen appeared to be refreshing or reloading for several minutes and never displayed a confirmation message. We confirmed the verifications were still pending in setup.    We worked with multiple users and retriggered the verifications multiple times (ensuring that links in the email were only clicked on once) but the only way we could get a successful verification was if the person retriggering the verification and clicking on the link in the email had the System Administrator profile.    I submitted a Salesforce Support case to inquire if there was a process change. The resolution indicated that there might be an issue with a Summer '26 patch and timing of user verification of email addresses on their own user record in our sandboxes. We did some light experimentation in other sandboxes but still couldn't get the verifications completed without a System Administrator. Given the resolution we had been provided, it seemed that we shouldn't encounter the issue in production so we moved forward and created the email-to-case and organization-wide email address in production.    Unfortunately, we had the same issue in production so someone with the System Administrator profile both retriggered the verification emails and clicked on the verification link in those emails.   

Has anyone else encountered this behavior?    TL;DR, someone with the System Administrator profile had to trigger the verification email AND click on the verification link in that email in order to successfully verify new email-to-case and organization-wide email addresses.