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Archive same email to many cases but email gone from old to new (outlook plug-in)

Question asked by Autchara Chaiprom on Mar 13, 2018


I have some situation that user want to archive same email with attachments to 2 cases via outlook plugin but when I archive email to create a new case, Email will gone form old case then appear to new case. So I check in a relationship between email and old case it has been deleted, seems like same email not allow to create more than one case.


Is it normal situation or not ?


Moreover user said that its working before, after we change email server to Office365 seem to have a problem.


Is it possible to archived same email to create 2 cases ?

Do you have any suggestion for me ?



Outlook plugin ver. 2.4.2 Build