E2C QUICKSTART
Before we start,
Email2case.txt
SFDCConfig.txt
This file is being used by the Agent to connect to an IMAP enabled
File is being used by the agent to connect to Salesforce.com to
MAIL server and pull the emails down. Each email that is processed
create cases from each email that is being pulled down from the
gets moved to the READ BOX and each email that errors out gets
email server
moved to ERROR Box.
Last modified 10/20/06, [email protected]
E2C QUICKSTART - page 2
OBJECT
ITEMS
-
Works ONLY with IMAP, and WON’T work with POP3
-
Supports CLEAR TEXT password ONLY, NO TLS. Basic Authentications on IMAP protocol on the Exchange server ONLY
-
Exchange Server 2007 with Rollup 5 installed, username format that is being used in Email2case.txt file needs to be in the following
Requirements
username domain format (Note** the NT domain\username wont work)
Example: [email protected]

Download E2C Toolkit
http://wiki.apexdevnet.com/index.php/Email_To_Case
Sforce.com
You can register and create a free account. Unzip file in Root DIR or c: drive
There are aslo additional information available at the link above on Salesforce developers website
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
Ensure JDK 1.4.2_03 < JDK < JDK 1.5 is running in the same machine as where the toolkit was unzipped and running the E2C agent
JDK
http://java.sun.com/j2se/1.4.2/download.html

Salesforce User
Require a Salesforce login that has

CRUD to create cases ( best practice, a system administrator)

Sharing access to contacts in order to be able to locate Contacts to associate the cases to

Sharing access to cases in order to READ cases and attach incoming emails associated to the case

NOTE: If login is shared with actual user, be aware that tasks will be created for every email that gets attached to a case

Account needs to be IMAP – Salesforce Email2case agent only works with IMAP
Create “Processed” folder in the same level as the Inbox (case-sensitive in sfdcconfig.txt file in the Email Agent folder)
Email Account
Create “Error” folder in the same level as the Inbox (case-sensitive in sfdcconfig.txt file in the Email Agent folder)
Configure
Email2case.txt

Configuring the different variables
<configFile>
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<server1>
- allowed ??? Servers to configure
<url>imap.aim.com</url>
- URL to the IMAP mail server
<!--port>143</port-->
- 143 Default IMAP port
<protocol>imap</protocol>
- IMAP only supported protocol
<userName>email2case</userName>
- username to IMAP account
<password>salesforce</password>
- password to IMAP account
<interval>10</interval>
- freq in min E2C agent will poll
<inbox>Inbox</inbox>
- folder E2C will create cases from
<readbox>Processed</readbox>
- folder E2C will move emails w/created cases
<errorbox>Error</errorbox>
- folder E2C will move emails w/o created cases
</server1>
</configFile>
<configFile>
<server1>
<url>imap.gmail.com</url>
Email2case.txt file
example with
Gmail
<protocol>imaps</protocol>
<port>993</port>
<userName>basicsupportE2C</userName> ------------------ gmail user
<password>password</password>
<interval>1</interval>
<inbox>Inbox</inbox>
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<readbox>ReadBox</readbox>
<errorbox>ErrorBox</errorbox>
</server1>
</configFile>

Configuring the different variables
<sfdcLogin>
<url>https://www.salesforce.com/services/Soap/u/9.0</url>
- URL of Salesforce web services endpoint
<userName>[email protected]</userName>
Configure
sfdcConifg.txt
- Salesforce username
<password>salesforce</password>
- Salesforce password
<loginRefresh>30</loginRefresh>
- frequency to refresh Salesforce session
<timeout>3</timeout>
- timeout for the SOAP binding (min)
</sfdcLogin>
<notify>
<notifyEmail>[email protected]</notifyEmail> - email if person to notify for error
<from>[email protected]</from>
- “From” address for error email
<host>ex-1..salesforce.com</host>
- SMTP host to send out error email
<user>mmartin</user>
- User needed to authenticate
<password>salesforce</password>
- Password needed for authentication
<service>com.sforce.mail.SMTPNotificationAuth</service>
</notify>
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<configFile>
<sfdcLogin>
<url>https://www.salesforce.com/services/Soap/u/9.0</url>
<userName>[email protected]</userName>
<password>password</password>
<loginRefresh>30</loginRefresh>
<timeout>600</timeout>
</sfdcLogin>
<notify>
Sfdcconfigfile
example with gmail
<notifyEmail>[email protected]</notifyEmail>
<from>[email protected]</from>
<host>smtp.gmail.com</host>
<port>465</port>
<user>basicsupporte2c</user>
<password>test1234?</password>
<service>com.sforce.mail.SMTPNotification</service>
</notify>
<attachments>
<largeAttachmentDirectory>C:\shared\Email2Case\</largeAttachmentDirectory>
<largeAttachmentURLPrefix>file:\\C:\shared\Email2Case\</largeAttachmentURLPrefix>
<largeAttachmentSize>5</largeAttachmentSize>
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</attachments>
<services>
<com.sforce.mail.EmailService>c:\EmailAgent\email2case.txt</com.sforce.mail.EmailService>
</services>
</configFile>
OBJECT
ITEMS

Enable Email to Case
Setup | App Setup | Customize | Cases | Email-to-Case | Email to Case Settings | Edit

Configure and Verify Routing Address
Setup | App Setup | Customize | Cases | Email-to-Case | Routing Address | New OR Edit
Salesforce

Set Priority
Setup

Set Origin

Set Record Type (EE and UE only)

Ensure “Email” related list is in the Case Page Layout
Setup | App Setup | Customize | Cases | Page Layout
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
Check for potential Email Loops

Auto-response “From” email address should not be the same as the Inbox that the E2C agent is polling

If Email to Case setting “Notify case owners when emails arrive for existing cases” is checked, ensure that the email configured in
Support Settings and Email2Case agent Salesforce user is not the same as the Inbox that the E2C agent is polling

Ensuring Emails are
Attached to Preexisting cases
Attachments
Include {!Case_Thread_Id} in all auto-response emails

Send emails from within the Application ensuring the “From” will return a reply to the email2case Inbox

Email attachment is limited to the maximum size upload of the Organization

How are case fields mapped with Emails

Email Subject
Case Subject

Email Body
Case Description

Email “To:”
Case Routing Address Configuration
Origin
Case Field Mapping
Priority
Record Type (EE)

Email “From”
Case Contact (based on Contact record search)
- Using the email address, with no contact record or with multiple record found, there will be no Contact populated in the case
along with the other Contact fields like Account, Contact Phone, Contact Email.
- To lookup the originating “From” email address
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Case Record | Email related list | Open Email
Using Case Auto- 
Create a different Origin for each different routing address in order to auto-assign cases to different queues based on Origin
Assignment Rules

If you are using IMAPs instead of IMAP, you need to specify the port # in the Email2case.txt file
<configFile>
IMAP vs IMAPS
<server1>
<url>10.10.10.10</url>
<protocol>imaps</protocol>
<port>993</port>
Sample Email2case.txt file
<configFile>
<server1>
<url>10.10.10.10</url>
<protocol>imap</protocol>
<userName>[email protected]</userName>
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<password>PasswordXXXX</password>
<interval>5</interval>
<inbox>Inbox</inbox>
<readbox>Read</readbox>
<errorbox>Error</errorbox>
</server1>
<server2>
<url>10.10.10.10</url>
<protocol>imap</protocol>
<userName>[email protected]</userName>
<password>PasswordXXXX</password>
<interval>5</interval>
<inbox>Inbox</inbox>
<readbox>Read</readbox>
<errorbox>Error</errorbox>
</server2>
</configFile>
Sample SFDCConfig.txt file
<configFile>
<sfdcLogin>
<url>https://www.salesforce.com/services/Soap/u/9.0</url>
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<userName>[email protected]</userName>
<password>passwordXXXXXXX</password>
<loginRefresh>30</loginRefresh>
<timeout>600</timeout>
</sfdcLogin>
<notify>
<notifyEmail>[email protected]</notifyEmail>
<from>[email protected]</from>
<host>mail.server.com</host>
<port>25</port>
<user>technical_support</user>
<password>password</password>
<service>com.sforce.mail.SMTPNotification</service>
</notify>
<attachments>
<largeAttachmentDirectory>\\servername\Files\</largeAttachmentDirectory>
<largeAttachmentURLPrefix>file:\\\\servername\Files\</largeAttachmentURLPrefix>
<largeAttachmentSize>5</largeAttachmentSize>
</attachments>
<services>
<com.sforce.mail.EmailService>email2case.txt</com.sforce.mail.EmailService>
</services>
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</configFile>