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Emails are being merged into old cases instead of creating a new case

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We would like to better understand the logic of how email are being merged into cases.

The problem is that we have some old cases that are being reopened if a new email is received although the email has a new title and is sent for a different question. Is it based on the Regarding field?

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M I Mostafa 4,257 on at

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RE: Emails are being merged into old cases instead of creating a new case

Hi Tatiana

Emails do not “merge” with cases as such. You convert activities such as Emails to a case which would then create a case and associate the email with it.

and yes, regarding field is the one to link an email to a case hence, I suggest you check if anyone is associating these emailS with wrong/closed cases.

Hope this helps!

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Paul_Owen 2,027 on at

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RE: Emails are being merged into old cases instead of creating a new case

This is probably happening because you have used up the tracking token numbers, you can extend the number of digits to help aleviate the problem.

Regards

Paul

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RajuB on at

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RE: Emails are being merged into old cases instead of creating a new case

yeah one of the possibility if the CRM token has already reached its limit. so you might see either duplicate cases or merged with old cases.

docs.microsoft.com/.../email-message-filtering-correlation

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