Ensuring that Inbound Email actions always work, regardless of text case sensitivity


Sometimes an Inbound Email action will not behave as expected, because the string comparisons it uses are case-sensitive, and the incoming email's text does not match upper- and lower-case characters exactly. There are two places where case-sensitive string comparisons are important:

  1. For early product families, Inbound Email Configuration properties that determine when an email should be treated as a Reply or a Forward.
  2. Custom scripts that you write, which contain case-sensitive string comparisons.


Procedure for Ensuring Inbound Email Configuration Matches Upper- and Lower-case

This procedure does not apply to:

  • Calgary Patch 6 and later
  • Dublin Patch 2 and later

In later releases, the reply and forward prefixes perform case-insensitive comparisons.

To ensure that the correct inbound action is triggered for emails classified as type Reply or Forward:

  1. Log in to your instance.
  2. Navigate to System Properties > Email.
  3. In the Inbound Mail Configuration section, verify that the Identify mail as a reply by these subject prefixes property contains a complete list of prefixes that identify that an email is a reply in your company's mail systems. Separate each prefix with a comma. See wiki article Inbound Mail Configuration for more information.
    1. Define multiple versions of the prefix, including mixed-case versions such as FWD:, Fwd:, etc. 
  4. Click Save.
  5. Repeat the procedure for the Identify mail as a forward by these subject prefixes property.


Procedure for Ensuring Your Custom Scripts Work with Case-Insensitive Text

If your Inbound Email action scripts contain Javascript patterns similar to the following, then it is best practice to review your code for possible case-sensitivity issues. An example of case-sensitive Javascript looks like this:

Bad practice, because indexOf() requires perfect case-sensitive comparison:

if (yourVariable.indexOf("Incident Opened") != -1) {
   // Do something important here, based on text "Incident Opened"
   // The problem is that "Incident Opened" will not match

Best practice:

if (yourVariable.toLowerCase().indexOf("incident opened") != -1) {
   // This will match "Incident Opened", "incident Opened", "Incident opened", etc.

Article Information

Last Updated:2019-08-02 21:32:24