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Mail Threading Method
It works when clicking on the re-open cases check box.
- Look for headers and case in number in the subject
If the case number and subject of the new incoming e-mail are the same as the case number in the channel, the e-mail is considered as a continuation of this case. If the subject or case number is different, the mail is opened as a new case. - Look for headers only
If the case subject of the new incoming e-mail is the same as the case subject in the channel, the e-mail is considered as a continuation of this case. If the case subject is different, the mail is opened as a new case. - Look for the case number in the subject, otherwise, create a new case
If the case number of the new incoming e-mail is the same as the case number in the channel, the e-mail is considered as a continuation of this case. If the case number is different, the mail is opened as a new case.
Host
Specifies the mail account server name. The mail account must support the IMAP protocol.
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