CRM Email to Case Process Recreating Old Cases

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We have the email to case process set up and working fine. However, it will sometimes recreate a case from an email that was sent previously.

For example, I sent an email to our help desk address which created the case in the system. Once I saw what I needed, I deleted the case. A week or so later I got an email notifying me that a case had been created and assigned to me. I went and looked and it was the exact same case that I had created via email the week before.

Any idea what is causing these cases to be recreated? Sometimes they come in a batch at a time so I get flooded with notifications for duplicate cases.

Thanks in advance

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MihirShah on at

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RE: CRM Email to Case Process Recreating Old Cases

Is the incoming email getting sent multiple times causing the duplicate case to be created.

I would also check the record creation and update rules.

Also why are you deleting the Cases? What if the case is not deleted does it still create a duplicate case.

Mihir
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TheMarkChristie on at

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RE: CRM Email to Case Process Recreating Old Cases

Hi Brandon,

I would close the case rather than delete it. This will stop this happeneing

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