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PravinPravin 

Email Related list on Case Record

Hi 

 

I am implementing Email To Case functionality ,but have some trouble with Email related list on case record.

 

Listing below the things i have implemented:

1.Once i am sending a mail to email service address a case is getting created.

2.If mail contains any attachment it is coming under Email related list with mail body content.

3.I can send a mail using SendMail button to the requester who raised the case.

 

Facing the trouble in below scenario:

4.Once a requester is replying back to that email the email is coming to my outllok email as it is configured with my salesforce instance.It is not coming in the Email related list of case record which is my desired functionality.

 

Can anyone suggest me how to achieve it.

 

Thanks

Pravin

Shiva Ramesh @ xcdhrShiva Ramesh @ xcdhr

Hi Pravin

 

You need to setup thread id. 

Following link will helps you to setup thread id:

 

http://help.salesforce.com/apex/HTViewSolution?id=000176597&language=en_US

 
Ashish_SFDCAshish_SFDC

Hi Pravin, 

 

Once the email is Saved in the related list, it gets a unique case thread ID as an extension to the subject line. 

 

When the user replies to the email sent by you, Salesforce sorts the email by the thread ID and saves it in the email related list. 

 

Check the same if you have overriden the standard behavior or changed something in that aspect. 

 

Regards,

Ashish