I’m testing Advanced Open Portal features in SuiteCRM and I managed to create a new case by sending an email to a specified inbound mail account.
After the creation of the new case, the client receives an email (to the email address that he has as an existing contact and portal user) with every update.
My problem is that if the client sends a reply by email, a new case is created instead of updating the existing case.
What should I do to make sure that cases can by updated by client replies by email.
I managed opening new cases and updating existing ones by sending email without having to deactivate any scheduler. So, I think that having both schedulers running, should not be a problem.
AOP Check Inbound Mailboxes probably does different things than Check Inbound Mailboxes but I couldn’t find any reference on what exactly are the differences between the two schedulers so if somebody could post some info on this, it would be nice.
Having a loop as you described could be a result of having the same email address for the inbound email (used for opening cases) and for the client (contact/portal user).
If you still need help, maybe it would be useful to post some more info about your configuration (e.g. email addresses used for inbound email and for portal user) and the content of the test emails sent/received.
I am also facing the same issue,
any email reply is creating the new case instead of updating the already created case.
my crm version is 7.10.7 , and it has already one scheduler only for check inbound mailbox, which is active and using function pollMonitoredInboxesAOP