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Topics#Data ManagementPregunta de Bhuvan Kumar B
Bhuvan Kumar B (IBM India Pvt., Ltd.,) preguntó en #Data Management
11 sept 2017, 07:35

Is it possible to route the existing email2case to create new case with the existing emailchain and threadid when the TO address is changed to new mailbox

I have a scenario where we have 6 different email2case mailboxes, where the customer sent an email to wrong mailbox and a case was created and the representative who started working on it identified it was a wrong email, so informed the customer to shoot the email to the correct email. Here in this case the customer simply removed the TO address and added the new email2case email, but still the emails are reflecting in the same case because of the threadid.

 

What is the possible solution to fix it in this scenario ?
6 respuestas
  1. Ines Garcia (get: Agile) Forum Ambassador
    11 sept 2017, 09:03
    They wont be associated.

     

    The ThreadID is how email messages are routed back to the case of origin, so make sure that is removed if you dont want it linked back to original.

     

    If what you are trying to achieve is a different queue, the user that identifies that has routed to wrong one, can easily update to new queue.
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