Double cases

[Emmker]

I have 2 group emails, auto generating cases.
When a client sends an email with both of the group emails as the receivers or in CC, there are 2 Cases generated, with the same info.
What is the best practice to avoid that?

The ideal scenario would be to just create one case, assigned to both teams that correspond to each group email .
Are there any ideas?

[victor]

To implement your request, you need to abandon the standard Email-to-Case functionality in favor of Workflows or BPMNs.

You need to have two very similar Workflows, which will differ by Email Address in Conditions and assigned Team in Actions. You can copy more fields from Email, also you can add more Conditions to create a Case. However, the main points are taken into account.

First Workflow: screenshots 1 and 2.
Second Workflow: screenshots 3 and 4.

[Emmker]

Thanks but it is impossible to do that now.
I have an already running department and I have to add another one.

I am just considering creating a third group email to forward both group email1 and 2. And give the auto create case only to that.
So only one case will be created.

The problem with that, is that I need a formula to read the “to” or the “cc” of the email that will create the case, and set the teams of the case to the appropriate teams.

[victor]

You described your request as creating cases separately for each team on each individual Group Email Account. My solution completely solves this request and does not create duplicate cases. A third Group Email Account now appears in your query. And as far as I understand, Cases should be created only when emails from the first two accounts have been forwarded to this third Group Email Account?

If you want the most relevant solution, then the requests should be described in as much detail as possible, perhaps even schematically.

[Emmker]

Yea sorry. You are absolutely right. By bad.
I was not sure about the flow when I posted it.

Any ideas about determining the ‘to’ or ‘cc’ of the first email that creates the case, with a “before save custom script’ on the case entity?

[victor]

You can try the basic condition where the Case is created only when the email is forwarded to third-group-email@address.com.


Next, you can complicate your Conditions by analogy with how it is done here: https://forum.espocrm.com/forum/gene...292#post112292.

It is difficult to suggest something more specific, since your wishes regarding the request change and there is no detailed diagram or steps of how everything should work.