Email to Case stuck in Queue if the email subject line is the same

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Posted on by Community Member Microsoft Employee

Scenario:

User sends an email with Subject Line: "Request Assistance". Email gets converted to a case.

User sends another email with the same Subject Line, email is stuck in queue.

Can anyone explain how this one works? How does it determine if a case stays in Queue and what emails automatically converts to cases.

Thanks!

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Answers (1)

Community Member Microsoft Employee on at

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RE: Email to Case stuck in Queue if the email subject line is the same

This is the answer I was looking for. Thank you very much. Dynamics 365 is the best! I need not to change anything. I can just inform the clients to create a new email if they want a new case.
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Community Member Microsoft Employee on at

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RE: Email to Case stuck in Queue if the email subject line is the same

Hi JoeyLP,

Through my test, the email with same subject can create new case successfully.

Have you check the condition of the Automatic Record Creation and Update Rule, the second email meet it or not?

Based on your screenshot, the second email appear in the timeline of the case from first email, and first email is one replied email, right?

If so, it means that two emails were judged to be part of the conversation, Replies and Forwards of an email that is part of a tracked conversation in Dynamics 365 generally.

https://docs.microsoft.com/en-us/dynamics365/outlook-app/user/faq-email-tracking#1-replies-and-forwards-of-an-email-that-is-part-of-a-tracked-conversation-in-dynamics-365

It will automatically track replies and forward because it identifies the ConversationIndex and In-Reply-To values as an email that is part of a thread.

An administrator can change the OrgDbOrgSetting to, IgnoreConversationIndexAndInReplyToForCorrelation, which changes the functionality when Use correlation to track email conversations is the only selected email correlation option. However, if tracking token or smart matching is enabled, it will still track based on those correlation methods.

So you may uncheck 'tracking token' option and change OrgDbOrgSetting :

Download the solution from https://github.com/seanmcne/OrgDbOrgSettings
Community Member Microsoft Employee on at

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RE: Email to Case stuck in Queue if the email subject line is the same

Hi Leah,

As I mentioned, the option 'Use Tracking Token' was already turned on and I didn't know it was for replying emails. As you can see from the screenshot, it's working fine. However, this did not address it because the problem is for receiving emails with same subject names as this will be a common scenario for the client.
Community Member Microsoft Employee on at

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RE: Email to Case stuck in Queue if the email subject line is the same

Hi Leah,

It looks like a step to the right direction. But it's already turned on my end. Is there something that I missed?
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Community Member Microsoft Employee on at

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RE: Email to Case stuck in Queue if the email subject line is the same

Hi JoeyLP,

You can go Settings > Administration > System settings to enable 'Use tracking token' option under Email tab, which can make the subject line unique.