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Question

 Stefano Ferrari (StefanoFerrari)
Realvalue Consulting
Engagement Leader and Senior Business Architect
Realvalue Consulting
IT
StefanoFerrari Member since 2012 11 posts
Realvalue Consulting
Posted: Sep 5, 2022
Last activity: Sep 6, 2022
Posted: 5 Sep 2022 8:28 EDT
Last activity: 6 Sep 2022 4:00 EDT
Closed
Solved

Email from same mail address in the same EmailTriageID

We are having the following Pega Platform behaviour.

- Pega has received on an email account an email from an email address

- Some minutes later (4 minutes) Pega has received a new email on the same email account from the same email address

- Both the mail has been attached in the same EmailTriageID

Is this behaviour correct? or in the same situation PEGA has to create two different EmailTriageID (1 for each email?)

Best Regards

Stefano

***Edited by Moderator: Pooja Gadige to change content format from Discussion to Question***
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Pega Platform
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Accepted Solution

Posted: 2 years ago
Updated: 2 years ago
Posted: 5 Sep 2022 8:35 EDT
Updated: 6 Sep 2022 4:00 EDT
Praveen Palagani (P.Siva.Praveen)
Infosys Limited
Senior Consultant
Infosys Limited
IN

@StefanoFerrari

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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