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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Email was routed into ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Email was routed into existing case instead of creating an new case

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Posted on by MichaelFo96 135
Hello 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.

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.
 
Can anyone explain the behavior or had to deal with a similar case before?
 
Many thanks in advance.
 
I have the same question (0)
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi Partner,
    Is it confirmed that this user has not replied or forwarded previous emails?
    And you can check that you have used up the tracking token numbers:
  • MichaelFo96 Profile Picture
    MichaelFo96 135 on at
    Hi Leah Ju,
     
    thank you for your reply.
     
    Regarding your question about "Tracking Token Numbers":
    Yes this setting is activated:
     
    Regarding your first question:
    As far as I can see the customer always created a new email. My user that told me about this issue asked the customer about this.
     
    Regarding your link:
    The email correlation logic goes through the following options in order:

    1. InReplyTo correlation: We asked the customer to always change the subject line but the emails were still be routed into the existing case. First the customer always wrote "Purchase Orders / MICROSOFT" in the subject line. After we told her to change it with the current date she wrote firstly "Purchase Orders / MICROSOFT / JUNE 12" and the next email "Purchase Orders / MICROSOFT / AUGUST 30". But the emails were still be routed into the existing case.

    2. Tracking token correlation: The new emails had no tracking token.

    3. Conversation Index: Where can I find this information? 

    4. Smart matching: This functionality is deactivated. See below.

     

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