Replying on email creating new case

[abhilash.kumar.niit]

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.

[yuri]

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.

[yuri]

Another possible cause, when replying from Espo, the SMTP replaces the Message-ID with one generated by itself.