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Topics#Salesforce DeveloperFlora Fu's Question
Flora Fu asked in #Salesforce Developer
Mar 3, 2015, 8:35 AM

How to include the case email thread into an email alert?

Hi Team,

Could you advise how to include the case email thread into email alert?

When there is a new email received by a case, SF has a standard function to send out a notificaiton to case owners, and in that notification it includes the customer's new email. We just need the same notification to be sent to another case related user besides the case owner, and we've set up a workflow rule to trigger an email alert. Howver, the merge field {!Case.Email_Thread} don't work in the email template and as confirmed with SF support this is not possible through standard configuration as today.

Would be appreciated if anyone can help with this by coding, thanks in advance.
8 answers
  1. Developer Forums User (Inactive) (Salesforce Developer Forums)
    Oct 17, 2016, 11:56 AM
    Hey Flora, 

    We have an issue with the Case.Email_Thread not populating as part of a workflow rule, which SalesForce support admitted as a known issue. 

    I am seeking for a workaround, and wonder if you managed to overcome this issue somehow. 

    Thank you, 

    Ido. 
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