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SAP Knowledge Base Article - PreviewSymptom
- Users report that inbound emails sometimes create duplicate cases in SAP Service Cloud Version 2, even when there are already existing cases for the same issue.
- This issue can also occur when an end customer replies to an email sent from Service Cloud.
- This article provides a technical explanation of how threaded emails work in Service Cloud V2.
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Environment
- SAP Service Cloud Version 2 1.0
- SAP Sales Cloud Version 2 1.0
Product
SAP Service Cloud Version 2 all versions
Keywords
Email threading, duplicate cases, inbound email, message ID, email reference, SAP Service Cloud V2, email subject change, email linking, MIME header, troubleshooting email cases, follow up , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-CHN , Channels for SAP Sales/Service Cloud , Problem
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