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If multiple forms are created for the same case, there may be multiple causes. Please try each of the steps described in this help page in turn.
1. Make sure you are communicating according to the process described in "How to link email communication to an existing case".
Please make sure that you are following the flow of "" and that you are exchanging emails in the form of a "reply".How to link email correspondence to an existing case
If you are exchanging e-mails in different streams, "please follow the flow of " and see if the problem is resolved.How to tie e-mail exchanges to an existing case
2. identify any of the following patterns that apply
When sending an e-mail with a file attached, an automatic password notification is sent later and multiple forms are created
Your company has a security service, and when you send an e-mail to an external recipient, the attached file is automatically encrypted.
Please share the following help page with your system administrator and ask if it is possible to configure the system so that case acceptance e-mail addresses are not subject to automatic encryption.
If you are replying to an existing case, but it is created as a new case
If a new form is created without being linked to an existing form, even though you have "replied" to the form as described in "" the header information in the e-mail may be missing.How to link an e-mail exchange to an existing form,
Please share this help page with your system administrator and ask him or her to investigate.
Matter Management Structure
When Matter Management receives a request email, it checks the message ID of the received email. If this message ID matches an existing case, the received e-mail is linked to the existing case.
In more detail, it uses the Message-ID contained in the References header, which is present on the message header of the email, and matches it against the Message-ID on the message header of the email tied within the existing case.
*Subject names are not used for matching. Therefore, if the subject does not meet the above criteria, even if the subject matches, a new form will be created without being linked to an existing form.
Examples of possible causes
The message ID on the message header of the initial request or reply email is not RFC (https://datatracker.ietf.org/doc/html/rfc5322) compliant
Example: Message ID contains spaces.
The References header that exists on the message header of the reply e-mail does not contain the message ID of the e-mail for the existing case.
Example: In-Reply-To and References headers are blank.
matters for investigation
Based on the " , please investigate whether the message ID assigned to the request e-mail complies with the RFC or whether the message ID of the original e-mail is set to be deleted from the reply e-mail."aboveExamples of Possible Causes
f the problem persists, please contact our support team.
*For investigation purposes, we may ask you to provide us with the email file of the request email in which the problem occurred.