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Question

 BEHARA POOJITHA (BEHARAP9)
TSPI
System Architect
TSPI
US
BEHARAP9 Member since 2022 6 posts
TSPI
Posted: May 17, 2024
Last activity: Jun 11, 2024
Posted: 17 May 2024 2:25 EDT
Last activity: 11 Jun 2024 5:44 EDT
Solved

Case should not get created for the existing email in Emailbot.

Hi,

Can anyone help me with requirement that "when we get any returning email from the existing email id it should not create the new case, it should be updated to the same case and new case should be created only when it is from the new email id"

Regards,

Poojitha Behara.



***Edited by Moderator Rupashree S. to add Capability tags***
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Accepted Solution

Posted: 5 months ago
Updated: 5 months ago
Posted: 27 May 2024 16:45 EDT
Updated: 11 Jun 2024 5:44 EDT
Tanya Puri (purit)
PEGA
Senior Engineer, Technical Support - User and Product Experience
Pegasystems Inc.
IN

@BEHARAP9 does the second email has the ET case ID in the subject? If yes, then it would attach to the same ET case.

If not it would create a new ET case.

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