Email Listener Not able to parse From address in header if sender name is having comma

General
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1

Recently we migrate our corporate business email from Microsoft Exchange to O365, user reports there is a number of email replicated by PEGA email listener is not saving the email from address properly.

Working Example,

email Header:

From :" sender name " <[email protected]>

PEGA email listener able to parse the name and email address properly and clipboard will be as below :

pyFrom: [email protected]

Not Working Example (Comma in sender Name):

email Header:

From :" sender name1**,** name 2" <[email protected]>

PEGA email listener not able to parse the name and email address properly and clipboard will be as below :

pyFrom: sender name1

anyone encountered this issue? what was done to rectify it?

2

@MOHAMADZUFRIA Did you check steps in Integrating your application with an email provider and Configuring outbound email?

See suggested steps in Troubleshooting outgoing email (Emails do not include custom headers when using the Microsoft Graph API)

3

@MarijeSchillern Thanks for your suggestion, i raised PEGA ticket and got the hotfix for this issue, after installing the hotfix, PEGA email listener now able to parse sender name and email address properly.

4

@MOHAMADZUFRIA many thanks for letting us know.

I can see that you reference BUG-673782 (fixed 8.6.3 onwards) and HFIX-41409 for Pega 8.6.1 - users will be able to look up the issue in the Resolved Issues documentation under the following details:

Service Email handling updated for MSGraph “From” address
While creating cases via email listener, the “From” address was not shown when using MSGraph. This was an issue with extracting the display name when MSGraph is used, and has been resolved by adding double quotes to display the name unconditionally.