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141Hello all,
I need some help from the experts here in the community.
Currently I have the following problem:
I have had two cases in the last few months where it happened that a new incoming email was routed into one of the existing cases, even though the email should have created a new case.
I have had two cases in the last few months where it happened that a new incoming email was routed into one of the existing cases, even though the email should have created a new case.
Our setup is as follows:
Email arrives in shared mailbox -> Subject is read if a CRM token exists -> If yes, the email is routed into the existing case with the corresponding CRM token -> If no, a flow is triggered which creates a new case from the email and pre-fills fields -> Then the case is added to a queue via the routing rule sets.
In one of the concrete cases a case was generated from an email with the subject /Purchase Order / Customer Name / March 14/ and an automatic response with the CRM token was sent out. The case was closed after processing.
After a few days, the same customer sent a new email to the same shared mailbox with the subject /Purchase Order / Customer Name / April 11/. Actually, it should have generated a new Case. However, the email was routed to the existing case and appeared on the timeline.
After a few days, the same customer sent a new email to the same shared mailbox with the subject /Purchase Order / Customer Name / April 11/. Actually, it should have generated a new Case. However, the email was routed to the existing case and appeared on the timeline.
Can anyone explain the behavior or had to deal with a similar case before?
Many thanks in advance.
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