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Cisco Bug: CSCta17279 - Consultation with third party results in new case ID creation

Last Modified

Feb 22, 2014

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases


Description (partial)


If the first agent to own a case forwards a message to another colleague to request assistance, when that (second) agent responds, the system creates a new case ID.

This is currently "functioning as designed" but it is critical to several customers that they be
able to shut this off, or choose that a new case NOT be created on conversations between colleagues.

Bug details contain sensitive information and therefore require a account to be viewed.

Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
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