---
title: "Issue management or Email To Service Requests"
canonical: "https://help.fieldbuddy.com/space/FBDOCS/5227118593/Issue%20management%20or%20Email%20To%20Service%20Requests"
format: markdown
---
## 🔖 Introduction

Issue Management or an email to Service Request is a FieldBuddy Service Center feature that will allow to create a Service Request from incoming emails, and do an automatic response  
It does rely on Standard salesforce feature [Email to Apex](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_classes_email_inbound_what_is.htm) .  
There is a custom logic developed inside FieldBuddy managed package, which allows to parse incoming email and create/update service request based on it.

## 📘 Features

1. Email to Service Request allows to create (update) Service Request from Incoming email with following mappings
  1. Subject on Service Request will be subject of incoming email
  2. Status on Service Request will be `Open`
  3. Origin on Service Request will be `Email`
  4. Date Time Opened will be set to current date time
  5. Latest Email Thread will be an HTML body of incoming email
  6. Contact will be populated to a Contact record, that has a Email field same as FROM for incoming email if found
  7. Account will be populated to be same as Account on Contact if that exists
2. Email will be linked to newly created service request
3. All the attachments will be linked to newly created service request (if enabled on Email Service itself)
4. In case if subject of email will contain `[SR-<number>]`-- it will link an Incoming email to existing Service Request. It should be in a format of service request number, so for example, for service request with name SR-000000248 , then it should be `[SR-000000248]`.
5. Incoming Email will be saved as EmailRecord, and it will be Related to Service Request
6. For every Incoming Email there will be system log created. In case of any errors – those will be mentioned in system logs


## 🔧 How to activate it

1. To use email services, from Setup, enter Email Services in the Quick Find box, then select Email Services.
2. Create new one
3. Enter name, Pick a class (`cls_EmailHandlerService`), Adjust other options, and check Active.
4. If you expect attachment of email to be linked to Service Request as files – then change “Enable Attachments” option
5. It might have sense to think configure error routing for any unexpectancies
6. Click Save and New email Address
7. Enter Name, pick user to run on behalf and from which users to receive an emails.
8. Save
9. You will be able to see a very long email address -- something like   
`<uniq-email-to-sr-name>@1ongyab5jm10b66hosaxsifj5fc00ow1er6nb2dknxyln13ec1.6t-8fldeaa.cs166.apex.sandbox.salesforce.com`
10. As soon as email is being sent to that address -- it will create a new service request


## ⚙️ Extra options to configure

Since automatically generic email is not very handy to send emails and share it to end customers, it will make sense to make forwarding of the necessary emails from your company email address (such as [support@companyname.com](mailto:support@companyname.com) into one mentioned above)

It is also possible to configure the autoresponse.

There is a Email template called `New Service Request Response` in  FieldBuddy Email Templates folder.

That one is being used as an automatic reply for incoming emails, and it can be changed if needed.

It is possible to configure an `Organization Wide Email address` as a reply-to option for auto-response (so when recipient replies - it will be uplinked to the Service Request again)

That can be done in Configuration Panel > Setup Geocoding and Service Center → Email to Service Request settings  


![image-20260305-164358.png](media://ff8281c6-57bc-465f-aa30-e8992cd99979)

## 📜 Troubleshooting

It can also occur that there are errors during incoming email for Email to Service Request – for example, some validation rules or Flows prevent emails to be processed. Therefore below are the steps to check in case if you see any issues:

1. Check for System Logs (custom object from managed package). In case of any errors – those will be mentioned in system logs with type `SF:EmailHanderService` and level as Error  
For example:
2. If there are no system logs  - contact FieldBuddy Support

> ℹ️ Implementation tip
> ℹ️ 
> ℹ️ In case if there are custom flows added for the email message on after insert that check related record id (of service request - that might not be available in the in the afterinsert context, so scheduled flow might be used for that purpose instead