Have an interesting problem with Email To Case setup, scenario is User A sends an email to a support mailer and copys User B on it. Auto response would go to User A. If User B picks up the first email and responds to it asking either for an update or provide more information, since the first email does not have the RefId, the Email To Case agent would end up creating a duplicate case. Has anyone come across this problem, wondering what options I have to either not create duplicate cases or auto close the duplicate cases.
Here are couple of things we are looking as a way to address this. Both these options cause a significant query strain on the system so curious if there are other solutions.
1 - Trigger on email message to parse the Message Id from the email header and look for cases with the same message id. Caveat - not sure if all the email providers will add a message id in the header. 2 - Look for cases with the same email subject and recipients in a certain time frame (2 hrs, 5 hrs) to know if the current email is a duplicate or not.