Hi all,
We have 10 mailboxes/e-mail addresses which we are monitoring. When e-mails come into the mailbox, a case is generated and an auto-response confirmation is sent back to the contact. The 'subject' field of the case is set depending on which mailbox it was sent to, and then the Auto routing rule move the case to a queue for users of the system to work on. This is working fine apart from one unpredictable nuisance. Occasionally (maybe once every 10 or 15 cases created), the same case will appear TWICE in the queue.
The system is definitely generating only ONE case for this e-mail received into the system, but it appears there are occasionally TWO references to the same case (same case number) in the queue. When I look in the 'All Cases' view, it only appears once. There is no pattern or trend to what e-mails/senders/subjects are replicated like this but appears to happen at random. I am having to get users to manually 'Remove' any duplicate references from the queue which they find; but would like to stop it altogether.
We have a manual workflow for manually created cases where on case creation, it should add the case to the queue based on the subject the user has picked. My only hunch is that this manual workflow is being run when it should only be the auto-routing rules workflow running on the automatically created cases - but if this was true, wouldn't every case have 2 references?!
Very confused! Any help or tips are appreciated.
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