Hi @AgnieszkaK1506! This requirement is not something supported natively by the out-of-box Smart Investigate product, the product is oriented toward payment exceptions and investigations encountered in cross-border payments over the Swift network.

That said, the use case you describe sounds like an excellent internal extension of the implementation, and many clients have extended their Smart Investigate implementation to accommodate internal use cases such as this.

Since this is not a product feature specifically, I (as the product lead) cannot give you a recommendation on how to directly proceed as your requirement necessitates customization, however I would suggest you explore your use case with the client account team solution consultants, as it could be that you could (for example) customize your inbound message handling process to 'ignore' common references (and so stop linking to existing cases) when the Sender of the message has a BIC that 'startsWith' an internal BIC for example (you don't mention if the messages you are using are Swift or otherwise).

Please speak with the client account team, I am sure one of our excellent solution consultants would be happy to collaborate on the design of an appropriate way forward, and if necessary will engage with our product engineering team to help.

Best wishes, 

Ryan