Enabling the linkage of any incoming email to its corresponding existing record is a supported feature within FortiSOAR. This feature helps streamline the handling of multiple responses within an email thread associated with a specific record. This optimizes workflow efficiency and ensures comprehensive record keeping.
To initiate this process, you can follow these steps:
During the setup of Data Ingestion, check the "Use Unified Communication" checkbox. This action ensures that multiple responses within an email thread get handled seamlessly. Reference image:
In the event that this checkbox is accidentally overlooked, here is a solution:
- Navigate to Playbooks/Collections/Sample-Exchange-<version>/Exchange>Fetch Emails
- Access the Configuration section and verify that the "use_communications" variable is indeed set to "true"
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