Dynamics Community Forum Thread Details

Forwarded Email getting associated with same Case, instead of creating a new case

I 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
1. TO : DEF@outlook.com & XYZ@outlook.com
2. "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.
3. "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
1. TO : DEF@outlook.com & XYZ@outlook.com
2. 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.
3. 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?