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a new case is being created when customer sends a reply

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Posted on by LillyClaro

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?

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LillyClaro 15 on at

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You should know i have no logs available to check

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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

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