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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Create Incident from mail
Microsoft Dynamics CRM (Archived)

Create Incident from mail

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Posted on by Smeagul 315

I have a very strange behaviour while creating Incident from mail.

When i receive a mail with same subject an Body twice, there was creted only one Incident.

The second mail was attached to the Incident, which was created with the first email.

Does anybody now this behaviour?

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  • Verified answer
    Nithya Gopinath Profile Picture
    Nithya Gopinath 17,078 on at

    Hi,

    Microsoft email to case uses a smart matching technique to identify if the incoming email is part of the communication of existing case.

    Smart matching relies completely on the existence of the similarity between emails. The subject and recipients (from, to, cc and bcc) list are the two important components that are considered with checking for similarity. To find the correlation between the incoming email and the outgoing email the stored subject and recipient hashes are searched for matching values. Two emails are correlated if they have the same count of subject hashes and at least two matching recipient hashes.

    See: https://www.crmug.com/blogs/sumeet-ballani/2015/01/13/microsoft-dynamics-crm-email-to-case-limitations-and-comparison-with-iotap-solution

            http://dynamicscrmpros.com/understanding-different-options-tracking-e-mails-microsoft-dynamics-crm/

    Hope this helps.

  • Smeagul Profile Picture
    Smeagul 315 on at

    Is there a possibility to disable smart matching only for function email to case.

    In system settings "email" "smart matching" is still disabled.

  • Verified answer
    Nithya Gopinath Profile Picture
    Nithya Gopinath 17,078 on at

    Hi,

    See the links below.

    community.dynamics.com/.../148758

    technet.microsoft.com/.../hh699705.aspx

  • Smeagul Profile Picture
    Smeagul 315 on at

    Hi,

    made several tests again.

    Discoveded an interesting behavior.

    If i send "always" a "new" email with same subject an body, there wil be created always a new incident.

    If i forward a already sent email and the subject contains "wg:" the email will be attached to existing email.

    I don't understand this behaviour but for me it's OK.

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