CRM MCF - Multiple Structured Emails Routing is not consistent (Doc ID 2211671.1)

Last updated on AUGUST 11, 2017

Applies to:

PeopleSoft Enterprise CRM Multichannel Communications - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms

If multiple emails come into the MCF close together in time, then routing to the worklists is not consistent.
Using the delivered case management form to send a structured email to the MCF, if one sends this form one at a time, with 10 minute interval then routing works correctly. If one sends one form, closely followed by another, within 1 minute of each other, then the routing to the worklist is not as expected.  The same emails route to different worklists.  AMP rules are configured.
The scenario is as follows:
- send multiple identical emails with the same category - this DOES NOT work, one gets routed correctly to the specified category in the webform, while the rest of them get routed to the default worklist on the mailbox definition.

Cause

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