function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
Prashant Kumar 464Prashant Kumar 464 

Disabled Ref Id and New Threading Behavior for Email-To-Case

After the winter release of 2021 there is a feature "Disabled Ref Id and New Threading Behavior for Email-To-Case" in Email To Case  as we were having thread id in case but now thread id is removed from case object after the update so now whenever customer replies it creates new case instead of  creating thread in same case.
Does any one faced this  issue in winter 21 release in sandbox ? 
AnudeepAnudeep (Salesforce Developers) 
Can you check the value in the In-Reply-To header? For incoming emails, Email-To-Case evaluates the In-Reply-To header, which also contains the Message-ID of the previous outgoing email. If In-Reply-To finds a matching EMailMessage entity, Email-to-Case uses the related Case to link the new email.

If the In-Reply-To header doesn’t return a match, Email-To-Case attempts to match the EMailMessage entity with a References header, which is a list Message-ID from previous emails in that thread. If Email-to-Case finds one or more matches, it links the new email to the related Case from the most recent EMailMessage entity. A new case is created if there’s no match on the References header.
 
Prashant Kumar 464Prashant Kumar 464
Hi Anudeep so the problem here is that when we are sending the outbound email via process builder or workflows as salesforce doesnot keep the record of that in form of email and so the it doesnt have the message id but in reply headers has been assigned  the different message id. So it creates new case record, Could you tell me how we can do this ?

Thanks
Prashant 
Grace MarreseGrace Marrese
Is there any update here? I am facing the same issue.
sean fielding 22sean fielding 22
If you are building custom emails, first recommendation is to make sure you are creating an email message record.  This is needed in order for the header reference to link back.  Some more detail here https://sproketlogic.com/email-to-flow-custom-email-that-links-back-to-a-case/

The next potential issues is that the email app is removing the header information.  This can happen on some apps where the subject is changed or the used simply has config options.  In those cases, you might want to consider custom linking....  We also discuss there here (https://sproketlogic.com/introducing-email-to-flow-a-low-code-email-service/)