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How to replicate the email to case Reference ID and use it in cases and email templates
Create a formula field on the cases object called "Reference"
with the following formula
"[ ref:???????.????" & SUBSTITUTE( RIGHT(Id,11) , "0", "") & ":ref ]"
Replacing the ?? with the data from one of your own ref records.
The Red ?? you can copy directly from one of your own Ref records
The Blue ?? are the first 4 of the Case ID which doesn't change
Once you've created this field you can add it to workflow email templates on the subject line and it will basicly do what SF does when you email out from a case
You can also copy this Reference when someone sends you an offline email and forward it to your support email with the Ref pasred in the subject line and it will attach that email to your case.
Hi Greg,
This is great and really helpful.
I think it can be further optimized so that it's completly data driven as follows:
"[ ref:" & LEFT($Organization.Id,4) & SUBSTITUTE(RIGHT($Organization.Id,11), "0", "" ) & "." & LEFT(Id,4) & SUBSTITUTE(RIGHT(Id,11), "0", "" ) & ":ref ]"
Thanks,
-lucena
You two may have saved my sanity. This works GREAT!! Thanks!
This is great!
Gotta love the community and the power of Google!
I had to update this a bit to get it to work (it was missing some characters). Here is what I used:
"ref:_" & LEFT($Organization.Id,5) & SUBSTITUTE(RIGHT($Organization.Id,11), "0", "" ) & "._" & LEFT(Id,5) & SUBSTITUTE(RIGHT(Id,11), "0", "" ) & ":ref"
I put the reference in the email alert right after a line of text... should I put quotes around the brackets too?
Secondly, the root cause here is that post Winter'16 we have a more strict reference id format. Your existing reference id (generated by their their custom formula) format is incorrect and therefore is not parsed as it did prior to Winter'16.
To add why it worked before and not now?
Before Winter'16:
The org had a broken ref ID, we had an un-strict way of parsing ref IDs, coincidentally, everything worked. It's possible we had a parsing error before and with Winter'16 we have fixed that too.
After Winter'16:
Your org still has the broken ref ID, but we no longer parse them, because there is no expectation that we would, and the org ID is incorrect. And we no longer parse it due to a change on our end where we tightened the org ID requirement.
For your reference you can look at below example on how reference it is generated - WE DON'T SUPPORT THE FORMULA BELOW AND FORMAT CAN CHANGE AT ANY TIME:
Organization ID Format:
00DXXYYYYYYYYYY
Case ID Format:
500AABBBBBBBBBB
Acceptable Thread ID Formats:
(1) ref:_00DXXyyyyyyyyyy._500AAbbbbbbbbbb:ref
(2) ref:00DXyyyyyyyyyy.500Abbbbbbbbbb:ref
For example (example org id):
Organization ID = 00D50000000IQwR
Case ID = 5005000000PQo5L
Thread ID = ref:_00D50IQwR._50050PQo5L:ref
Custom Formula:
"ref:_"&LEFT( $Organization.ID,5)&SUBSTITUTE(RIGHT($Organization.ID,10),"0","")&"._"&LEFT(Id,5)&SUBSTITUTE(LEFT(RIGHT(Id,10),5),"0","")&RIGHT(Id,5)&":ref"
NOTE: An important disclaimer here is that any formula you use for this purpose could one day begin failing if the format of the Case ID or Thread/Reference ID changes.
So in order to resolve for new cases, you should modify your custom formula if you prefer to use custom ref id formula or simply use standard Salesforce ref id.You can see that by simply sending an outbound email from a Case (using E2C from address) and observe that email with ref id in the recipient inbox.
So what really irritates me even more than their arrogant attitude about "it's not our problem, it's yours" is that they do not provide a viable method of using their "official" thread ID -- they do not provide access to that "field" via APEX or the page layout (which is the two places we need them).