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Mayank Upadhyaya 5 duplicate Cases are creating in email to Case
Current Scenario -
XYZ customer sending email with CC people and subject name as "ABC" to salesforce and case got Created Salesforce with Subject name as "ABC".
2. Immediately CC people replying to email message using same email thread in outlook.
3. Salesforce will receive one more email with same subject name as "ABC" and new case will be created.
Expected Solution:
1. Only one case should be created under same subject name as "ABC". Even though if Salesforce receive multiple email from outlook with same subject.
2. We need to capture the Email information from cc people. (Technically, we need to capture the Email message records not case record)
3. All Email Message should comes under same Case.
XYZ customer sending email with CC people and subject name as "ABC" to salesforce and case got Created Salesforce with Subject name as "ABC".
2. Immediately CC people replying to email message using same email thread in outlook.
3. Salesforce will receive one more email with same subject name as "ABC" and new case will be created.
Expected Solution:
1. Only one case should be created under same subject name as "ABC". Even though if Salesforce receive multiple email from outlook with same subject.
2. We need to capture the Email information from cc people. (Technically, we need to capture the Email message records not case record)
3. All Email Message should comes under same Case.
Requesting you to go through this discussion which I have came across-> https://salesforce.stackexchange.com/questions/235262/email-to-case-duplicate-cases-created
Hope it helps !
Thank you.