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