When our system receives an email that creates a contact, a new case is created. Sometimes, the body of the email goes into the Case Updates Threaded as well as the description. I can’t find a common situation that causes this, but it does not happen every time.
The reason this is a problem is I have a workflow working off new Case Updates.
When a new ticket arrives, it comes in with a status of New. When the support person responds, they change the status to something like “waiting for customer”. Then when the customer responds, it creates a new Case Update. I have a workflow to change the status to “Pending Not New”. This way the support staff can look at the status and see that the customer has responded. All this works.
The problem is when the case is created, status set to “New”, then the system puts the body of the email as a new case update, which kicks off the workflow and changes to the status to “Pending Not New”.
I have a workaround for this problem, but I just wanted you to know.