Incorrect Case associated when doing Set Regarding

(0) Share

Report

Posted on by Community Member

Hi,

While clicking Set Regarding from Outlook, we are associated Case and while sending email, once it reached to reciever it get associated with different case.

Please help ASAP.

Thanks,

Nipun Sarswat

*This post is locked for comments

I have the same question (0)

All responses (5)

Answers (0)

ashlega 34,477 on at

Like (0)

Report

Hi,

do you have tracking tokens enabled?

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

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Yes, please find below screen shot for same.

Was this reply helpful? Yes No
ashlega 34,477 on at

Like (0)

Report

There should be tracking token in the email subject, then.. Since you are saying that email got associated to a wrong case, could you check other emails under that case and see if, somehow, any of them would have the same tracking token?

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Hi,

I checked 2 cases have same tracking token, can you please let me know what going wrong.

Thanks,

Nipun Sarswat

Was this reply helpful? Yes No
ashlega 34,477 on at

Like (0)

Report

Hi Nipun,

you probably need to re-arrange those emails - make all the emails with that tracking token regarding the same case, and, then, the next time an email comes in, it'll likely be associated with exactly that case.

Looks like by updating "regarding" field manually at some point you've confused CRM since now it does not really know which case to use (since the same token occurs on the emails linked to either of those cases)

Was this reply helpful? Yes No