Email to Case not working for redirected emails

[Frantisek]

Hi,
I created Group Email account for automatic Case creation (for example case@support.com). But it works only if I sent email directly to this group mailbox. That means if I sent email from my email user@support.com to case@support.com it works fine (I can see the email in system and new case) If I use redirection of email (for example redirect rule in Office365 redirecting some emails to this case email) it will show only the email but the case is not created. I want to use redirection to have automatic customer recognition based on email domain. It seems that if the receiver (field: To) is different then case@support.com it will only load the email but it will not create the case. I'm using 7.2.3 version.

[yuri]

Hi,

Are problem emails listed in the Emails panel on the Group Email Account detail view?

Here's the email-to-case logic: https://github.com/espocrm/espocrm/b...Fetch.php#L125 There's no any 'To' address check. The only bypass-logic I see is when an email was detected as auto-reply. Here's the logic checking https://github.com/espocrm/espocrm/b...Fetch.php#L172

It could be that your emails have auto-reply headers, but we skip because of a pretty valid reason.

[Frantisek]

Hi,
Thank you for helping to find the issue. I found that the redirected emails have "auto-submitted: auto-generated" header. I'm going to search if I can force Office 365 to skip adding this header, but I'm afraid that it will be easier to change bypass-logic :/

[yuri]

You can bind a custom factory the way it's done here: https://github.com/espocrm/espocrm/b...nding.php#L258

In the factory, bind a custom hook where you will change the logic that checks whether an email is auto-reply.