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
J