This document has been generated with machine translation.
1. Verify that you are following the process outlined in " How to Link Email Correspondence to an Existing Case "
Please verify that you are conducting email exchanges by replying to messages in accordance with the " How to Link Email Exchanges to Existing Cases " procedure.
If you are conducting email exchanges using a different process, please follow the steps in " How to Link Email Exchanges to Existing Cases " and check if the issue is resolved.
2. Check which of the following scenarios applies
When you send email with an attachment, the Password notification is sent later, resulting in multiple cases being created
Your company has implemented a security service that automatically encrypts attachments when sending emails to external recipients.
Please share the following help page with your system administrator and consult with them to see if it is possible to configure the system so that the case reception Email address is not subject to automatic encryption.
When a new case is created even though you are replying to an existing case
If you are following the steps in " How to link email exchanges to an existing case " and replying to an existing case, but a new case is created instead of being linked to the existing one, the email header information may be incomplete.
Please share this help page with your system administrator and request an investigation.
How Matter Management Works
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 email is linked to that existing case.
To provide a more detailed description, the system uses the Message-ID contained in the "References" header of the email message to verify whether it matches the Message-ID in the message header of the email linked to the existing case.
*The subject line is not used for this comparison. Therefore, even if the subject lines match, if the above conditions are not met, the email will not be linked to an existing case, and a new case will be created.
Possible causes
The Message-ID listed in the message header of the initial request email or reply email does not comply with RFC ( https://datatracker.ietf.org/doc/html/rfc5322 )
Example: The Message-ID contains spaces.
The message ID of the existing case is not included in the "References" header in the message header of the reply email
Example: The In-Reply-To and References headers are blank.
Items to investigate
Based on the " Possible Causes " section above, please investigate whether the message ID assigned to the request email complies with RFC standards, and whether any settings are in place that delete the original email’s message ID from the reply email.
If the issue persists, please contact the support team.
*For investigation purposes, we may ask you to provide the email file of the request email where the issue occurred.