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There are several possible reasons why multiple cases may be created for the same case. Please try the steps listed on this help page in order.
Please try the steps listed on this help page in order.
1. Check that you are following the steps in " How to link email correspondence to an existing case."
Check that you are replying to emails in accordance with the " How to link email exchanges to existing cases " procedure.
If you are exchanging emails using a different procedure, follow the steps in " How to link email exchanges to an existing case " and check if the problem is resolved.
2. Confirm which of the following patterns apply
When you send an email with an attachment, an automatic password notification is sent later, and multiple cases are created.
Your company has implemented a security service that automatically encrypts attachments when emails are sent outside the company.
Share the following help page with your system administrator and ask them if it is possible to configure the settings so that the case reception email address is not automatically encrypted.
When a new case is created even though you are replying to an existing case
If you follow the steps in " How to link email exchanges to existing cases " and reply to an existing case, but a new case is created instead, 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 the existing case.
More specifically, the Message-ID contained in the References header of the email message is used to check 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 matching. Therefore, even if the subject lines match, if the above conditions are not met, a new case will be created instead of linking to an existing case.
Possible causes
The message ID 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 References header in the message header of the reply email does not contain the message ID of the existing case.
Example: The In-Reply-To header and References header are blank.
Items to investigate
Based on the " Possible causes " listed above, check whether the message ID assigned to the request email complies with RFC and whether the message ID of the original email has been deleted from the reply email.
If the problem persists, please contact our support team.
※For investigation purposes, we may request you to provide the email file of the request email where the issue occurred.