HI,

Here is my scenario - I have business rules setup to look at the CC address as well as the TO: address. 

So when an email comes in to two different email addresses (one is a CC address) - let say they send an email to HR and also CC the CLAIMS departments. It creates two requests, one for HR and one for CLAIMS departments.

Problem is - the HR department has no idea that the CLAIMS department is also working the same request!!

How can I configure this so that they both know about the request so they don't both work it? Both CLIAMS and the HR departments are supposed to get the request - but only one team is supposed to work and close it. 

But now they both get a request and neither one knows the other is working the ticket,

Ideas on how to solve this issue?