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ReportI have noticed that forwarded email from a different sender for an existing case if there a case already exists in the system, is getting associated with the same case instead of creating a new case in the queue.
Explaining the Scenario:
1. I have configured a mailbox and 'Dummy' Queue for email address says: dummy@mycompanydomain.com
2. Case Creation rule is configured for an email coming to this queue.
Sending Emails in 2 different scenarios:
- Sent email from ABC@outlook.com
- TO : DEF@outlook.com & XYZ@outlook.com
- "Replied to All" from DEF@outlook.com to ABD@outlook.com, XYZ@outlook.com and Added dummy@mycompanydomain.com email address as well.
- New Ticket got created in 'Dummy' queue. – Working as expected.
- "Replied to All" from XYZ to ABD, DEF and Added dummy@mycompanydomain.com mailbox as well.
- New Ticket got created in ‘'Dummy' queue. – Working as expected.
- Sent email from ABC@outlook.com
- TO : DEF@outlook.com & XYZ@outlook.com
- Replied to All from DEF to ABD@outlook.com, XYZ@outlook.com and Added dummy@mycompanydomain.com email address as well.
- New Ticket got created in "Dummy" queue. – Working as expected.
- Forwarded from XYZ to dymmy@mycompanydomain.com mailbox.
- Incoming Email got associated with existing Ticket in ‘Dummy’ queue. -- Is this an expected behavior or a product bug?
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