We are using an automation to create cases from our Work Orders outlook email. We’re running into a couple issues.
First is duplicate cases. Ex. If someone replies all it adds a RE: to the front of the subject and creates a new case. Or if a new contact is added to the email it creates a new case. Now we have multiple cases for one conversation.
Second - The attachments in the email (in activities) does not transfer over when creating SO from Case. Is there a way to have the attachments from the email transfer over?