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

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Posted on by Community Member Microsoft Employee

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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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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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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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!