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.
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