Comments on: Using Email2Case with Google’s Gmail

By: Joe

Joe — Wed, 08 Jul 2009 20:04:27 +0000

Mac,

Setup a filter on Gmail that looks for the Ref: string in the subject or body of the message. If it is not there, then either delete, file somewhere outside of the inbox (so that the E2C Agent doesn’t grab the message) and/or send a bounce message that explains your policy and directs your customer to the correct support channel(s).

If anyone has any suggestions on how to do this same task using the OnDemand Email to Case tool, I would love to hear them.

Here’s some of the ideas I am considering

-Do the same filtering on the gateway/server that redirects the message to the in.salesforce.com address.
-Build a custom Mail Service in SFDC that does this filtering.

By: Paddyozy

Paddyozy — Fri, 23 Jan 2009 15:49:17 +0000

Having spoken to Ale, he has asked me to add this comment to this blog: This wonderful explanation of how to setup email2case is out of date! SFDC is no longer using SOAP 7.0, it is now using SOAP 9.0, thus the line “http://www.salesforce.com/services/Soap/u/7.0” will no longer work. It has to be replaced with “https://www.salesforce.com/services/Soap/u/9.0”. Make sure that you set the protocol to https, not http.

If like me this still doesn’t work for you try consulting the “Members:Email To Case” page on developer.force.com, you will have to login (to a developer account) to access this page. And of course double check all of the xml tags that they are correctly filled in.

By: Mac

Mac — Tue, 16 Dec 2008 00:32:56 +0000

We only want the append email part to work when emails carrying the thread id are sent to the the registered support email. When an email arrives without a thread id, we don’t want salesforce to create another case. We would prefer to manage case creation manually.

Any ideas

By: Luis Alejandro

Luis Alejandro — Wed, 22 Oct 2008 19:19:56 +0000

Ale,

I think is working now..

Apparently I had to use https on the url section as follows:
https://www.salesforce.com/services/Soap/u/9.0

By: Luis Alejandro

Luis Alejandro — Wed, 22 Oct 2008 19:01:45 +0000

Ale,

I am following the instructions to test this but I am running into a problem that I don’t know if it is related to the gmail connection or the sfdc connection. I am almost sure is the sfdc connection but want to check with your expertise. Here’s the error:

2008-10-22 13:50:13,781 60766 [main] ERROR com.sforce.mail.GenericClient – Failed to connect to SFDC service
[UnexpectedErrorFault [ApiFault exceptionCode='UNSUPPORTED_CLIENT'
exceptionMessage='HTTPS Required'
upgradeURL='null'
upgradeMessage='null'
]
]

at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
at sun.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source)
at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)
at java.lang.reflect.Constructor.newInstance(Unknown Source)
at java.lang.Class.newInstance0(Unknown Source)
at java.lang.Class.newInstance(Unknown Source)
at com.sforce.ws.bind.TypeMapper.readSingle(TypeMapper.java:436)
at com.sforce.ws.bind.TypeMapper.readObject(TypeMapper.java:362)
at com.sforce.ws.transport.SoapConnection.parseDetail(SoapConnection.java:166)
at com.sforce.ws.transport.SoapConnection.createException(SoapConnection.java:145)
at com.sforce.ws.transport.SoapConnection.receive(SoapConnection.java:95)
at com.sforce.ws.transport.SoapConnection.send(SoapConnection.java:76)
at com.sforce.soap.partner.wsc.PartnerConnection.login(PartnerConnection.java:734)
at com.sforce.mail.GenericClient.login(GenericClient.java:267)
at com.sforce.mail.GenericClient.getConnection(GenericClient.java:179)
at com.sforce.mail.GenericClient.(GenericClient.java:135)
at com.sforce.mail.ImapClient.(ImapClient.java:40)
at com.sforce.mail.ImapSSLClient.(ImapSSLClient.java:31)
at com.sforce.mail.EmailService.loadService(EmailService.java:156)
at com.sforce.SalesforceAgent.main(SalesforceAgent.java:138)
2008-10-22 13:50:25,812 72797 [main] INFO com.sforce.mail.GenericClient – Will try 1 more time(s).

On the config file I have:

http://www.salesforce.com/services/Soap/u/9.0
alejo@2miwasi.com
PsswrdAndTokenInfo
30
5000

smtp.gmail.com
465

com.sforce.mail.SMTPNotification

C:\EmailAgent\LargeAttachments
file:\\C:\EmailAgent\LargeAttachments
1

C:\\EmailAgent\\email2case.txt

By: frasuy

frasuy — Wed, 30 Apr 2008 20:16:04 +0000

In the sfdcConfig.txt file you’ll need to append a security token to the end of your password for the service to successfully log into Salesforce.

Nice summary. Thanks.

By: Ale

Ale — Fri, 25 Apr 2008 08:48:30 +0000

@ak: Please confirm you have enabled IMAP on Gmail; also, can you post both your config files? (hide usernames/passwords)

By: ak

ak — Thu, 24 Apr 2008 17:58:15 +0000

HI all.

Here are the errors I get when trying to connect.

2008-04-02 08:48:14,369 7162 [main] INFO com.sforce.mail.EmailService – ReadBox : Sent Mail
2008-04-02 08:48:14,370 7163 [main] INFO com.sforce.mail.EmailService – ErrorBox: Drafts
2008-04-02 08:48:14,370 7163 [main] INFO com.sforce.SalesforceAgent – Service imap.googlemail.com:0:xxxxxxx@googlemail.com:Inbox successfully registered
2008-04-02 08:48:14,370 7163 [main] INFO com.sforce.SalesforceAgent – com.sforce.mail.EmailService loaded as a timer service.
2008-04-02 08:49:29,268 82061 [Timer-0] ERROR com.sforce.mail.GenericClient – Unable to connect to mail service.
Service: imap.googlemail.com
User: xxxxxxx@googlemail.com

Message: Operation timed out;
nested exception is:
java.net.ConnectException: Operation timed out

By: Ale

Ale — Mon, 21 Apr 2008 15:26:27 +0000

@ak: Make sure IMAP is enabled on Gmail; also, can you post the errors?

By: ak

ak — Tue, 01 Apr 2008 20:05:52 +0000

I have not got this to work yet. I am getting some time out errors when I run the script. I do not think the google server is aloowing me to connect.