Case entity linking new emails with the same subject to older emails with the same subect

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Posted on by YM-Dynamics 365

Hi All,

I have noticed in our Dynamics 365 CRM that when an emails come in with the SAME SUBJECT LINE as a previous case, it will connect the two together as appose to creating a whole new records. For example.

I send in an email today with the email subject of 'Query' (Auto record creation has been set up to converting incoming emails into a CASE). I leave the case untouched. The next day i send in another NEW email with the same subject line - 'Query', instead of creating a whole new record, Dynamics connects the 2nd email to the first record that was created.

Is there a way to configure Dynamics so that despite the sender and subject line being the same, it will create a whole new record?

With that said, id also want to maintain the matching process in place that keeps the email thread attached when customers reply.

Many Thanks.

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