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

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Posted on by MichaelFo96

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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.

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MichaelFo96 112 on at

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

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:

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.

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

Conversation Index: Where can I find this information?

Smart matching: This functionality is deactivated. See below.

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Leah Ju Microsoft Employee on at

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

Hi Partner,

Is it confirmed that this user has not replied or forwarded previous emails?

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

And you can check that you have used up the tracking token numbers:

https://community.dynamics.com/forums/thread/details/?threadid=16008ad5-a75a-42d7-b309-5e8dc1f55a56

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