Announcements
No record found.
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?
You should know i have no logs available to check
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.
https://docs.microsoft.com/en-us/previous-versions/dynamicscrm-2016/administering-dynamics-365/hh699705(v=crm.8)?redirectedfrom=MSDN
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Congratulations to our 2026 Super Stars!
Thanks to all of our 2025 Community Spotlight stars!
These are the community rock stars!
Stay up to date on forum activity by subscribing.
NeerajPawar 31
Tom_Gioielli 19 Super User 2026 Season 1
11manish 16
