Auto Case Creation - Activities Under Same Subject Name

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Posted on by MS Helper

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Hi All,

I am working the case management entity, and I have set up emails that come into the system to automatically create a case and be assigned to a support team. Everything works for the most part, except when we have someone send in another email that has the same subject for an already open case.

For instance, we might have someone outside the company send in an email that with the subject, New Request for Quote. An hour later, that same person might send in another email that says New Request for Quote. If the other case is still open, it will create it as an email under that already open case.

Is there a way that I can make it create a new case entirely? Changing the subject of the incoming email is not an option.

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MS Helper 110 on at

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RE: Auto Case Creation - Activities Under Same Subject Name

I found a link that after my first few tests have fixed the issue.

superuser.com/.../ms-dynamics-crm-2013-email-to-case-drop-to-same-case

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