How to track the case number when the customer forward to the email. Without subject contains "CS"

[mania]

Hi,

I have two forward inbound actions.

1.When we forward an email with subject apended with CS number the worknotes will be update from the body of the email with the same CS number.

2.When we forward an email case is created along the few fields need to be populated.

Here my issue is When we forward an email with subject apended with CS number the worknotes will be update from the body of the email with the same CS number and along with case also created but i dont want to create case.

How to track the case number when the customer forward to the email.

Without subject contains "CS" need to create a case when the email forward.

How to apply the watermark to track the case.

Can anyone please help on the script,It will be usefull.

Thanks!

[palanikumar]

Hi,

The order of execution should take care of this. But I see order is correct. Check the weight field and increase the weight value for the first one.

If this also does not solve the issue, you can add a condition "subject does not contain CS" to the second email

[mania]

@palanikumar 

I am not able to see weight field in inbound action form.

Thanks!

[palanikumar]

Hi,

Sorry, I got confused with outbound email notification.

The Execution Order and Stop Processing should take care of this. If this is still work then you need to add condition "subject does not contains CS"