Hi Marcus,
we had the exact same issue when we setup email to case rules.
What we did is the following:
1) Create the case with a placeholder text like: "this description will be overwritten with the email content"
2) create a Microsoft Flow (ahem, Power Automate I should say...) that runs on Case Create to parse the HTML content of the email to a string using the "HTML to String" component
3) we have a field length of 500 char setup, so I built in a condition to say: If length of email is less than 500 char, transfer full string to description field, else: truncate string to 500 char (using sub-string) and then place it in the description field (assuming that the first 500 char of an email is enough to understand the context of the case.
attached a screenshot of what we did.
This prevents case creation to fail on a too long email, and will make sure that the description field is not too long (20,000 char is way to much if you ask me).
The Flow will run almost instantly, so almost as soon as the user opens the created case, the email body will be there already.
Hope this helps!
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Rogier Vriezen
Functional Consultant
Amsterdam, Netherlands
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Original Message:
Sent: Nov 01, 2019 11:58 AM
From: Marcus Cadena
Subject: Convert Email to Case - Email Body Exceeds Length of Case Description Character Limit
We auto-create cases from incoming emails. We recently ran into an issue where some emails weren't being created, which turned out to be due to the email body being too long. We set the Case Description field to the email message body. The Case Description field character limit is set to 20,000.
How have others dealt with this issue? Sure, I could simply increase the limit but there's no need to have that many characters in the description field when the full email can be viewed in the case timeline. The simplest approach seems to be just truncate the email body before setting the case description but I'm not finding a way to accomplish that.
Any advice is appreciated!
#CustomerEngagement #Admin
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Marcus Cadena
Crow Wing County
Brainerd, Minnesota
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