Email attaching to existing case

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Hi we are using dynamics crm online and the question is when ever customer sends mail to crm it will create a new case. Based on token I'd it will attach to existing case but one email without token I'd send to crm but it is attached to existing open case on his name and also the parent activity I'd is also there with the previous email subject but he didn't forword reply to the existing thread is there any conditions that the mail with out token I'd attaching to same opened customer case no logic has written in plugins also

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ashlega 34,477 on at

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Hi,

not sure this is what you are asking about, but have a look at "Smart Matching":

technet.microsoft.com/.../hh699705.aspx

Maybe you just need to disable it.

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Community Member on at

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Hi Alex but the smart matching is not checked in system settings email

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ashlega 34,477 on at

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Not sure then.. I think the only reason that email would become "regarding" an existing case, then, is if somebody updated the "regarding" field manually.

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Lema Salamov 440 on at

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I'm not sure if I understand your requirement correctly, but if you want emails to be autotracked to already existings based on senders email adress and subject of the incoming email, you need to use smart matching.

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Community Member on at

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Hi Alex I checked in advanced find email created on and modified is same so I thought that there are no changes happened are there any other ways can I check

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Community Member on at

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We are also facing the same issue, the email has the same subject as a previous one. No tracking token in the subject, still attached to the existing case which was created by the previous email. Did you find a solution?

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sudheersep7 40 on at

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as per now no solution is provided by microsoft we have raised microsoft ticket for this issue, but it is happening for few emails which were sent through Hotmail and some android devices

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chakkay 594 on at

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Hi Guys,

I am also facing similar kind of issue. Is there a workaround using C# code to programatically attach the existing case to an email received in CRM?

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Zap Objects 924 on at

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Out-of-box approach using Smart Matching or tracking token is not very reliable...
Zap Helpdesk Solution can automatically track the email to the correct case...by extracting Case-Number from the email subject.
You can try out Zap Helpdesk - Email to Case solution from below link:
https://zapobjects.com/apps/zap-helpdesk/

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