E-mail is incorrectly linked to existing request

Hi,

One of our customers is experiencing a problem with a specific type of incoming mail in SuperOffice Service.

Based on info in the body text (Unit ID), the email is linked incorrectly to an existing request. So this is the cottage number for a rental house and not a SuperOffice request ID. SuperOffice should create a new request instead.

 

Any thoughts on this specific problem?

Thanks in advance.

RE: E-mail is incorrectly linked to existing request

Hi,

Not sure this is the issue, but if you view Email header does it contain some references to Message-ID that can cause it to connect to existing request?

By: Michel Krohn-Dale 22 Feb 2021

RE: E-mail is incorrectly linked to existing request

Hi Michel,

The only message-id value in within the email header is this one:

Message-ID: <76553ecd8d494d94b4f950955922d2b2@web1>

 

But I think you're right that it's not (always) the Unit-ID within the email body.

The following email is attached to a ticket with a different (not corresponding) number. So this message is attached to ticket-id 4342. (registered in 2018)

By: Brian Mulder 24 Feb 2021

RE: E-mail is incorrectly linked to existing request

Hi Brian,

It is very difficult to say why this is happening without more knowledge of the situation, I suggest contacting support and provide as much information as possible.

By: Michel Krohn-Dale 24 Feb 2021