{"id":193180,"date":"2026-09-03T11:56:55","date_gmt":"2026-09-03T02:56:55","guid":{"rendered":"https:\/\/support.questetra.com\/?p=193180"},"modified":"2026-09-03T11:57:04","modified_gmt":"2026-09-03T02:57:04","slug":"case-does-not-start-when-receiving-email","status":"publish","type":"post","link":"https:\/\/support.questetra.com\/en\/faq\/case-does-not-start-when-receiving-email\/","title":{"rendered":"Case Does Not Start When Receiving Email"},"content":{"rendered":"
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Question.<\/dt>\n
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I am using [Message Start Event (email)], but a new Case does not start when an email is received. Why is this?<\/p>\n<\/dd>\n

Answer.<\/dt>\n
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If starting a new Case fails, an error notification email is usually sent, so please check the error details in the email.<\/p>\n<\/dd>\n<\/dl>\n

\u00a0<\/p>\n

There are various reasons why a Case may not start from an email in the [Message Start Event (email)]. To find out the cause, please follow the steps below.<\/p>\n

\u00a0<\/p>\n

1. Check the error notification email<\/h4>\n

If an error occurs during processing after receiving an email on the Questetra side, an error notification email is usually sent to user(s) with [Control Permission] or [System Admin Permission] for the target app.
If you have received an error notification email, the details of the error will be described in the email, so please first check whether you have received an error notification email.
(In some situations, the email may have been classified as spam.)<\/p>\n