I have noticed that forwarded email from a different sender for an existing case, if there
Explaining the Scenario:
1. I have configured a mailbox and Queue for email address say: dymmy@mycompanydomain.com
2. Case Creation rule is configured for any email coming to this queue.
Sending Emails in 2 different scenarios:
- Sent email from ABC@outlook.com
- TO : DEF@outlook.com & XYZ@outlook.com
- "Replied to All" from DEF@outlook.com to ABD@outlook.com, XYZ@outlook.com and Added dymmy@mycompanydomain.com email address as well.
i. New Ticket got created in dymmy@mycompanydomain.com queue.
- "Replied" to All from XYZ to ABD, DEF and Added dymmy@mycompanydomain.com mailbox as well.
i. New Ticket got created in dymmy@mycompanydomain.com queue. – Working as expected.
- Sent email from ABC@outlook.com
- TO : DEF@outlook.com & XYZ@outlook.com
- Replied to All from DEF to ABD@outlook.com, XYZ@outlook.com and Added dymmy@mycompanydomain.com email address as well.
i. New Ticket got created in dymmy@mycompanydomain.com queue.
- Forwarded from XYZ to dymmy@mycompanydomain.com mailbox.
i. Incoming Email got associated with existing Ticket in dymmy@mycompanydomain.com queue.






