Wrong email attached to cases due to email address containing case number in it

You have noticed that the wrong email message/case comment has been added to the wrong case and that the originating email address of the person who sent that message contains the case number it was added to. For example: An email message sent by 123456@vicasso.com was mistakenly added to case number 123456.

  • Oct 30, 2025
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000005274
Symptoms

Email messages are added to the wrong cases.

Solutions

Email to Case Premium has a hidden setting called 'Direct Case Number Email' that is enabled by default and allows email messages sent from email addresses that contain a case number in it, such as above, to attach those messages to the case number matching the email address number, ignoring the Thread ID.

 

In order for this not to happen anymore, please open a case with Vicasso Support by emailing support@vicasso.com, so that we can disable that setting through login access.

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Title
Wrong email attached to cases due to email address containing case number in it
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Wrong-email-attached-to-cases-due-to-email-address-containing-case-number-in-it