3
A client sent an email to Team 1 in CRM on 16th April. This created a Case for Team 1. On 22nd April, the same client opened this sent email (in his Outlook), changed To field by removing Team 1 and adding Team 2 and sent it to CRM. This email was received into the same Case. This second email included Team 2 as recipient and not Team 1. No new Case was created for Team 2.
We understand this happens because the conversation index matches first email with reply emails and includes them with the same Case. However, in this particular case, it raises data security concerns. Firstly, one team does not get notified of an email from client. Secondly, another team gets to read a message that was not meant for them.
We suggest updating this functionality to remove the potential of sharing data incorrectly across teams.
We understand this happens because the conversation index matches first email with reply emails and includes them with the same Case. However, in this particular case, it raises data security concerns. Firstly, one team does not get notified of an email from client. Secondly, another team gets to read a message that was not meant for them.
We suggest updating this functionality to remove the potential of sharing data incorrectly across teams.
STATUS DETAILS
Completed
Administrator on 12/4/2023 1:32:54 PM
Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes (irrespective of To, cc, Bcc) and associating the email to all mailboxes is currently released in private preview. If customer removes a mailbox from the sent email, you can choose to not associate the reply email to the case associated with that mailbox. Additionally, if a new mailbox is added, a new case gets created for that mailbox. If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization.
Regards,
Product Manager,
Microsoft