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Support Article

Custom email headers are missing while processing response



Pega is configured to send an email with a custom header and handle replies. When the reply is received, the custom headers are not copied in to the service page.

Error Messages

Not Applicable

Steps to Reproduce

  1. Configure Pega to send an email with a custom header containing a value.
  2. Check if Outlook application contains the custom header.
  3. Reply to the email sent by Pega from the Outlook application.
  4. In the service method, map the custom header to a clipboard page and review it.

Root Cause

A third-party product issue. The response email did not contain the custom header.


Make the following change to the operating environment. Engage Email Server Administrators to address this issue since the Outlook application does not carry the custom headers.

Published August 16, 2017 - Updated October 8, 2020

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