Forwarded Email getting associated with same Case, instead of creating a new case

0
votes

I have noticed that forwarded email from a different sender for an existing case if there a case already exists in the system, is getting associated with the same case instead of creating a new case in the queue.

Explaining the Scenario: 1. I have configured a mailbox and 'Dummy' Queue for email address say: [email protected] 2. Case Creation rule is configured for any email coming to this queue.

Sending Emails in 2 different scenarios:

  1. Sent email from [email protected]

TO : [email protected] & [email protected]

"Replied to All" from [email protected] to [email protected], [email protected] and Added [email protected] email address as well.

     New Ticket got created in 'Dummy' queue.  – Working as expected.

"Replied to All" from XYZ to ABD, DEF and Added [email protected] mailbox as well.

     New Ticket got created in ‘'Dummy' queue. – Working as expected.
  1. Sent email from [email protected]

TO : [email protected] & [email protected]

Replied to All from DEF to [email protected], [email protected] and Added [email protected] email address as well.

    New Ticket got created in "Dummy" queue.  – Working as expected.

Forwarded from XYZ to [email protected] mailbox.

    Incoming Email got associated with existing Ticket in ‘Dummy’ queue. -- Is this an expected behavior or a product bug?

Incoming Email got associated with existing Ticket in ‘Dummy’ queue. -- Is this an expected behavior or a product bug?

1
dynamics-crmmicrosoft-dynamicsdynamics-365
I would recommend you to call MS Support for a ticket to understand the expected behavior, then they will test in their sandbox, confirm with PG team to update you. :) - Arun Vinoth - MVP

1 Answers

0
votes

Also be aware of the type of matching you are doing in you SSS. If the matching is via regular expression or token a forwarded email will result in a matching Subject.