3669883 - Email responses not being associated with the respective Cases

When responding to an Email sent from a Case, the response is not getting associated with the respective Case

SAP Service Cloud and SAP Sales Cloud Version 2

1. Open Cases Worklist
2. Click on "+" to Create a Case
3. Under Timeline, click on Create > Send Email and send an email.
4. Log into the recipient's mailbox and reply to that particular email.
5. Open Emails Worklist, observe the reply is visible;
6. Open the respective Case and under Timeline, the interaction is not visible

The inbound emails are failing with the error "Channel configuration not found. Check the Channel ID and try again."

This error happens because the Email Channel does not have any Case Type associated with it.

1. Click on the User icon in the upper right corner
2. Settings
3. Navigate to the Email Channel Settings
4. Click on the correspondent Channel and click on the Pencil icon to edit it.
5. Add a default Case Type to the Email Channel.
6. The emails should be associated with the cases now.

KBA 3464639- How Emails are Threaded to a Case 

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