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Salesforce: Feature Service Disruption: Core Service

Affected components: Core Service312 instances

Timeline of updates

1. update2026-03-25 10:08 UTC

   A subset of customers are unable to create cases using the Email-to-Case feature. Emails sent to configured Email-to-Case addresses aren't being received, preventing case creation. We've identified a recent infrastructure deployment as a potential trigger and are actively investigating. Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward. We will provide an update within 30 minutes or sooner as more information becomes available.

2. update2026-03-25 10:40 UTC

   Investigations have highlighted that the impact radius is broader than initially understood and also determined that the start time of the impact is different than initially communicated. We’ve updated the Trust posting to reflect the same.

3. update2026-03-25 11:32 UTC

   Further investigation has confirmed the impact extends beyond Email-to-Case functionality. All email rerouting services, including Email-to-Apex and other email-to-Salesforce functionality is impacted. The rollback is still in progress. On instances where the rollback has been completed, email routing — including Email-to-Case and other email-to-Salesforce functionality, activity is now being logged and processing new emails. Work to complete the rollback across the remaining impacted instances continues. In parallel, we're working to process queued emails that weren't delivered during the impact window. We'll provide an update within 60 minutes, or sooner as more information becomes available.

4. update2026-03-25 11:58 UTC

   The rollback is now complete, restoring the email functionality. Customers should now see emails delivered correctly with the email re-routing feature restored. We continue to process the previously queued emails, which may take additional time to clear. We'll provide an update within 60 minutes, or sooner as more information becomes available.

5. update2026-03-25 13:35 UTC

   The queued email backlog has been fully cleared, restoring full email routing functionality. Log validation and metrics confirm that entries are being generated for all activities triggered by the email routing feature. We apologize for how you and your business may have been affected by this incident.

Impact, status and times are the vendor’s own, as last archived. View on status.salesforce.com (opens in new tab). Salesforce profile · Recent Salesforce incidents · Markdown · JSON