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Emails with same subject line from different customers are not being created as different cases. Instead the second email in tagged to the first case which from different customer.

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Posted on by Hari B 10

Hi All,

a. Email from A customer with subject line "abc problem" came into Dynamics CRM via email ingest and case is created with case ID "CAS-0001234"
b. New email from B customer with same subject line "abc problem" came into Dynamics CRM via email ingest after one day, and this did not create a new case. Instead the email attached to the existing case with case ID "CAS-0001234"

Why is this behaviour> please let me know what is the reason for this behaviour and if there is any know solution.

Any help is much appreciated.

Thanks,

Hari

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Emails with same subject line from different customers are not being created as different cases. Instead the second email in tagged to the first case which from different customer.

    Hi Hari,

    It’s so strange, I have tested it with same conditions, two cases can be created for these two emails with same subject but from different customer.

    pastedimage1620800758590v1.png

    Maybe you can check that the smart matching check or not in crm.

    1. Go to Settings > Administration > System Settings.

    2. Click the Email tab.

    3. In the Configure folder-level tracking and email correlation area, click Use correlation to track email conversations.

    4. Make sure 'Use smart matching' is uncheck.

      pastedimage1620801347427v2.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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