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a new case is being created when customer sends a reply

Posted on by 15

Hello when my customer sends a reply for an already existing case, dynamics is creating a new case with the same title and subject.  How do i begin troubleshooting?

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: a new case is being created when customer sends a reply

    Hi LillyClaro,

    You should check that the 'Use correlation to track email conversations' option is checked or not.

    Use Exchange conversations to increase the probability for email identification and matching. Exchange groups together related email and assigns them an id (conversation id), to identify emails that are part of one conversation.

    pastedimage1660793586920v1.png

    https://docs.microsoft.com/en-us/previous-versions/dynamicscrm-2016/administering-dynamics-365/hh699705(v=crm.8)?redirectedfrom=MSDN 

  • LillyClaro Profile Picture
    LillyClaro 15 on at
    RE: a new case is being created when customer sends a reply

    You should know i have no logs available to check

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