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KI-152

Country/ Requester Type not set on the Interaction (Case object) when created via Email-to-Case

Created date

01/30/2026

Updated date

01/30/2026

Status

Backlog

Related work item

MIC-4284

Description

For cases created via Email-to-Case (where the associated account has PersonEmail populated), the case metadata is not stamped correctly. Country and Requester Type are not set on the Interaction (Case object) because account stamping occurs only after insert, so the triggers do not capture these values. See Salesforce Help for more details.

Affects version(s)

Medical Information Cloud Spring '23 or newer

Impacted capabilities

Inquiry Management

Steps to reproduce

  1. Send an email to the Email-to-Case address from an email address that is on an HCP account.

  2. Both Country and Requester Type are blank.

Workaround

  1. Option 1: Use Email to Interaction instead of Email to Case.

  2. Option 2: Clear the Account.Email and Account.PersonEmail fields on all relevant accounts.

  3. Option 3: In some cases, removing the Case Owner from the Email-to-Case routing address also resolves the issue.

Fix version

Medical Information Cloud Spring ’26 (tentative)

Resolution notes