Issue with Automatic Ticket Creation in Shared Account

[BigBoss]

Hello, I have an issue with a shared account: when some emails arrive, the tickets are not created automatically. However, this problem does not affect all emails, only a few. Moreover, I don't see anything in the log.

[victor]

The situation you describe has never been noticed by me for a Group Email Account, in which the Email-to-Case option is always enabled.

Possible variants of the situation shown in your screenshot:

• Some filters are used for this Group Email Account.
• Filters for this Group Email Account were turned on and off.
• The Email-to-Case function was turned on and off.
• A Formula, Workflow or BPMN is installed for the Email or Case entity.
• Emails in your screenshot that do not have a Case in the Parent field belong to another Group/Personal Email Account.
• It is possible that several Group/Personal Email Accounts with identical email addresses have been created.