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Prashant 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 ?
Does any one faced this issue in winter 21 release in sandbox ?
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.
Thanks
Prashant
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/)