Can someone give me a clue to why this is happening?
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Thank you, Radu, quickly responding,
First off, I'm new to CRM. The CRM Scrum Master and Product Owner with a team of two developers. One of the developers and I also have a ticket open with an engineer expertise but we're still waiting for answers.
User Interaction: Customer Support noticed it because a user complained about not receiving responses to their emails. They did not receive a response because the Customer Service rep did not see an in "Activities" of the case. The Customer Support rep then reviewed the system and noticed their email hanging out there without a case. He then attached the email to the right case. He looked back and noticed multiple orphaned emails since Jan 15-18. We know on Jan 15 the server administrator changed the password for the DPICRM user id. I don't think this related to custom code but I will not rule it out.
Environment: What settings do you need to know? How can I find the setting for the duplicate tracking token?
Hi Madiem,
Can you please provide more details regarding a faulty scenario?
There can be multiple possibilities: custom code that has a flow, user interaction, duplicate tracking tokens, etc.
Can you please provide more details on what's happening and how your environment is set to, so that we can have a better understanding of the problem
Regards,
Radu
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