This project is read-only.

Emails for new cases get assigned to old Case

Feb 5, 2010 at 9:46 PM

When we get a new email for support, the CRM Queue Manager is finding old cases with the same subject and assigning it to that case rather than creating a new case.

Here is our config:

<queues>
    <add name="Support"
         queueid="8BDB2A8C-A391-DD11-B73B-002264111B54"
         tempqueueid="A747F631-8586-DD11-B2B3-002264111B54"
         interval="60"
         tempqueueage="48"
         matchcaseticketnumber="true"
         ignorelist="out of the office;out of office;autoreply;auto reply;postmaster;Undeliverable:"
         moveignored="true"
         createcontact="false"
         sendverificationmail="true"
  allowonlyto="false"
         allowonlyto-reply="true"
         allowonlyto-notify=XXX@XXX.com
         allowonlyto-from="SwiftReach Automatic Case Mailer &lt;XXX@XXX.com&gt;"
         allowonlyto-template="D:\CRMQueueManager16\service\templates\support\allowto.htm"
         allowonlyto-subject="Swiftreach Support Notification"
  verificationmail-from="SwiftReach Automatic Case Mailer &lt;XXX@XXX.com&gt;"
         verificationmail-bcc=""
         verificationmail-subject="Welcome to the Swiftreach Support Desk"
         verificationmail-template="D:\CRMQueueManager16\service\templates\support\verify.htm"
         verificationmail-usehtml="true"
         verificationmail-url="http://XXX.XXX.com/ClientInformation.aspx"
         sendcasemail="true"
         casemail-from="A5F210EB-A291-DD11-B73B-002264111B54"
         casemail-fromtype="systemuser"
         casemail-notify=""
         casemail-subject="SwiftReach Case has been created for you: {ticketnumber}"
         casemail-template="D:\CRMQueueManager16\service\templates\support\case.htm"
         casemail-usehtml="true"
         updatecasedescription="true"
         caseattributes="caseorigincode#picklist#email"
         resolveparent="true"
         resolveparent-notify="XXX@XXX.com"
         resolveparent-from="SwiftReach Automatic Case Mailer &lt;validation@Swiftreach.com&gt;"
         sendcasenotificationmail="false"
         casenotification-from="SwiftReach Automatic Case Mailer &lt;validation@Swiftreach.com&gt;"
         casenotification-to="XXX@XXX.com"
         casenotification-subject="{ticketnumber}: A new case has been created"
         casenotification-template="D:\CRMQueueManager16\service\templates\support\casenotify.htm"
         casenotification-usehtml="true"
         removerepliesfromqueue="true"
         mapcasetoaccount="true"
         parentaccountmissing="true"
         setresponsiblecontact="true"
         />
  </queues>

Coordinator
Feb 6, 2010 at 11:42 AM

Hi,

This is done before CRM Queue Manager gets involved. It's the default behaviour of CRM 4.0's "token-less tracking". Please see

http://blogs.msdn.com/crm/archive/2008/01/29/what-s-new-in-microsoft-dynamics-crm-4-0-e-mail-integration.aspx

for more information.

Manso