SAP Knowledge Base Article - Public

3497382 - Reply from a Customer Opens a New Case

Symptom

When a reply to an Email thread is received, a new Case is created rather than the Email being threaded to the existing Case.

Environment

SAP Sales Cloud and SAP Service Cloud Version 2 1.0

Reproducing the Issue

  1. Open a Case.
  2. Navigate to Timeline.
  3. Note that an existing Email thread is in the Timeline.

Cause

The Case in which the customer is replying to had been set to irrelevant.

When this is done and a customer replies to that Case, a new Case will be created rather than threading the reply to the original Case.

Resolution

This is the current expected behavior.

Do not set a Case to irrelevant if expecting a response from a customer.

Keywords

Case, Thread, Email, Reply, New , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0