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ReportHistory of problem: The email tracking token, Number of digits for incremental message counter was set to 3 digits, the tracking token got reset very soon & caused the tagging of emails to the wrong cases.
Resolution for future occurrence of tagging wrong case: Change the number of digits to 6.
Currently, I wanted to prevent the incoming emails with the "3 digits" token to tag wrongly to a case, I had created a pre-operation plugin(message:create, entity:email) to check the incoming email.
1) Check for the incoming email for any 3 digits token
2) If email contains 3 digits token, check all emails in CRM system for the SAME 3 digits token & get the cases associated with it.
3)Once the cases are determined, check which contacts are in the cases.
4) If there are more than 1 contact, the plugin will remove "3 digits" token from the incoming email & created a new case. i.e the new email subject will not have the tracking token.
5) However, when I send another email with the same 3 digits Token, it will still tag to the case in part 4, which I don't want it to happen.
Would I like to know, since I had already removed the Token in part 4, CRM should create a new case instead of tagging the email to the case in part 4.
Please advise, thanks.
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