Replying on email creating new case

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  • abhilash.kumar.niit
    Senior Member
    • Sep 2024
    • 129
    #1

    Replying on email creating new case

    Hi,

    i am using email to case . One issue that i am facing is whenever i am replying on any mail from the espo and then when i reply back on the same mail from the outlook it creates a new case. According to me it should be mapped to the case from where i replied the mail.
    Tags: case, email, issue, mail
    • yuri
      EspoCRM product developer
      • Mar 2014
      • 9320
      #2
      Hi,

      Maybe some customization causes this? We don't observe such an issue.

      It also can happen if the SMTP server or client does not include necessary headers in the reply email.
      If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

        Comment

        • yuri
          EspoCRM product developer
          • Mar 2014
          • 9320
          #3
          Another possible cause, when replying from Espo, the SMTP replaces the Message-ID with one generated by itself.

          If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

            Comment

            • abhilash.kumar.niit
              #3.1
              abhilash.kumar.niit commented
              08-11-2025, 02:01 AM
              Editing a comment
              Yes the SMTP is replacing the Message-ID , i have observed when i reply from the Espo the message id is changed . how can i fix this any solution?
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