Forwarded Emails linking to existing case

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Posted on by Wherezwaldo

Hi, We have noticed that if an individual sends email an into Dynamics that then creates a case (using ARC) and If after the same email is them forwarded again (go into sent items in Outlook and forward or reply), this email attaches to the existing case.

This can cause issues if people are picking up old emails and forwarding them regarding a new case.

I believe this is due to Message ID and Conversation Index GUIDs.

Has anyone come across this before and resolved this issue?

Thanks

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Community Member Microsoft Employee on at

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RE: Forwarded Emails linking to existing case

Hi Partner,

Dynamics 365 uses the following information from an email to determine if a new email correlates to an existing email message in Dynamics 365:

MessageId;InreplyToConversationIndex;Tracking token in subject;Subject words and recipients

The email correlation logic goes through each of theses correlation options, in this order:

In reply to correlation; Tracking token correlation; Conversation Index; Smart matching

More information:

https://learn.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#use-conversations-to-track-emails

Or you can refer the following link, make An administrator can enable the OrgDbOrgSetting named DoNotCorrelateForwardedEmailsAsReplies to change this behavior.

https://learn.microsoft.com/en-us/dynamics365/outlook-app/user/faq-email-tracking

OrgDbOrgSetting tool:

https://github.com/seanmcne/OrgDbOrgSettings