Hi,

a little preview:

we have configured a custom email channel to receive and manage emails; during processing of the email, we use a Create and Send Email automation to forward emails to other departments (also using pega listeners) in case the customer sent his email to the wrong department.

When we do this, Pega naturally overwrites the sender email (pyFrom), inserting the address associated with the account that we pass to the automation.

To make sure that we don't lose the address of the original sender, we configured a pagelist of headers (as specified in the automation's description) to populate the Headers parameter of the automation. In this page, we populated one pxResult with the pyHeaderActualName as a custom header name (ex. originalFrom) and its value as the value of the original sender of the email (pyOriginalFrom).

We also added the necessary mapping in the Message Header section of the Service Email rule, by instructing it to map the data to a clipboard property and inserting the custom header in the Field Name.

With this configuration, we saw that our desired header was visible in the source of the email (when viewed in outlook).

In turn, when we tried sending an email with this method to an address monitored by our Email Listener, once the case was created, we didn't find the  property in the clipboard to be populated, despite numerous attempts to change the custom header name. The outcome is different in case we use one of the OOTB header names, in which case the property is successfully mapped.

Our question is: is there a way to configure a custom header in some sort of Parse Rule, so we can have something which use is more exclusive and doesn't risk being lost in other operations?

Thank you in advance