Preventing tickets from being assiciated with random e-mails

[RosemarieZeller]

We have the problem that when a certain user creates a ticket, the ticket is linked to about a thousand random emails. This has only been the case for two days, and only with this user. Does anyone have the same problem or a solution?

[MiaSrebrnjak · Accepted solution]

Hi @RosemarieZeller, 

Thank you for reaching out to the Community! 

This is unexpected behaviour. You can usually select which records you'd like to associate with a ticket when you are creating one. There are also other ways to associate records in bulk which are described here, but these associations shouldn't be random. 

Could you check the ticket's association history and determine the original association source (instruction here)? If this information won't help you resolve the issue, I'd recommend reaching out to our technical support. They can have a deeper look into the association history for the ticket. Thank you!

Cheers
Mia, Community Team