3464639 - How Emails are Threaded to a Case

The following is the technical explanation of how Emails are threaded to an existing Case.

SAP Service Cloud Version 2

How Emails are threaded to a Case in Service Cloud V2 differs to that of Cloud for Customer V1.

In Cloud for Customer V1, Emails are threaded to a Case/Ticket using a reference number in the Subject of the incoming Email, thus meaning if a Subject was changed it would not be threaded to the existing Case/Ticket. In Version 2, threading works based on message ID and references - it has nothing to do with subject of the Email. You can now change the Subject without issue and the Email will still be linked to the Case.

The message ID of an Email can be found in Settings>Emails>Inbound/Outbound Monitor.

You can then reference the Email you are querying by downloading its Mime - ( Settings>Emails>Inbound Monitor>Select Email>Download Mime) and checking the References: 

Email, Thread, Case, Linked,Subject , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem

SAP Sales Cloud and SAP Service Cloud Version 2 all versions