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Emails not being assigned to case when case macro is present

Question asked by Simon Simon on Jul 1, 2014

I am using SugarCE 6.5.17.  My inbound case assignment seems to be broken.

When a new email comes into my monitored support email, a new case is generated and assigned through round-robin.  That part is working fine.

When an email with the correct CASE macro comes into that monitored account, either nothing happens or it will create a new case (but the email is processed because it is "read").  But more importantly, it does not associate with the case.

What piece of code should I be looking at to see what's going on?

I am using outlook 2010.