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If multiple cases are created for the same matter, there could be several reasons. Please try the steps listed on this help page in order.
1. Verify you are following the " How to link email correspondence to an existing case " procedure
Verify that you are conducting email correspondence by replying to the message, following the steps in "How to link email correspondence to an existing case."
If you are handling email correspondence using a different process, follow the steps in " How to Link Email Correspondence to an Existing Case " and check if the issue is resolved.
2. Check if any of the following patterns apply
When sending an email with an attachment, an automatic password notification is sent later, resulting in multiple cases being created.
Your company has implemented a security service that automatically encrypts attachments in the status of Send email externally.
Share the following help page with your company's system administrator and discuss whether it is possible to configure settings so that the case reception email address is excluded from automatic encryption.
When replying to an existing case, but a new case is created instead
If you are following the " How to link email correspondence to an existing case " process and replying to an existing case, but a new case is created instead of linking to the existing one, the email header information may be insufficient.
Share this help page with your company's 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.
A more detailed description is that it uses the Message-ID contained in the References header present in the email message header and compares it to the Message-ID in the message header of emails already linked within an existing case.
*The subject line is None for matching. Therefore, even if the subject lines match, if the above condition is not met, the email will not be linked to an existing case and a New case will be created.
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 reply email's message headers does not contain the message ID of the existing case email.
Example: The In-Reply-To header and References header are blank.
Investigation Items
Based on the " Possible Causes " listed above, please investigate whether the message ID assigned to the request email complies with RFC standards and whether any settings exist that would delete the original email's message ID from the reply email.
If the issue persists, please contact the support team to
*For investigation purposes, we may request the email file of the problematic request email.