When searching for duplicate cases, the Subject field on the case may include extraneous information from an email subject line. For example, the email subject may contain "FW:" or "[Email Loop Protection]" which are certainly not unique to a single issue or case.
Case Merge Premium includes the
Subject Conversation field, trimming out the following text from the original subject line of the email.
- Fwd:
- FW:
- Fw:
- RE:
- Re:
- [Email Loop Protection]
We recommend using the Subject Conversation field in your duplicate criteria for more precise results when detecting duplicates with Case Merge Premium.
For information regarding configuring duplicate criteria, please refer to the Case Merge Premium documentation.
