Within a case, there is the Notes/Activities/Post grid. This displays email activities in Modified date order. We have noticed that if you open an existing email, for example which was created and last modified several days in the past, and action a reply or forward, then the modified date of the original email gets updated to todays date. This means that when views activities in the grid, they are no longer in chronological order.
Please advise what is being updated on the original email when the reply or forward is made and why and more importantly how we can stop this as it is affecting the accurate visibility of client interactions.