Forwarding an email between Teams results in that email being added as an Update to the original Case. I want to be able to email another versaSRS Team from my Teams Case and have their own Case created in their Team, can I?

There is a mail tracking feature built-in to versaSRS, click here for further information.

Steps to enable the Inter-Team communication feature:

1. In the desired Teams enable the 'Create new case if recipient does not match primary queue address.' checkbox option.
NOTE: Implement this within a Test environment and confirm enabling these features doesn't cause more problems within the specific Teams than it solves, before enabling in Production.

2. Create Routing Rules for each Team that you wish to have communication between. On the Routing Rule tab ensure the 'Send Open Confirmation' checkbox is unchecked, and the necessary Case categorisations set/Template selected. On the Conditions tab ensure the To email address condition contains that of the destination Team, and the From email address condition is the sending Team.

414 Prevent Email Loop Creating Multiple Cases

576 Routing Rules - Troubleshooting

578 Email Tracking

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