When the user replies to mail then it's creating a new case.

  • In auto response added a subject and case thread id but mail is not appending as a replay(as New mail).
  • In EmailMessageTrigger querying cases with matching subject and email address. then we are assigning matched caseid to parentId. here email is added to old case but its creating new Case.
  • You need to re-verify case thread id, if case thread id would be different then it will create new case. Also verify when user reply to email that case thread id should be mentioned in the email. – MIX DML Jun 28 '19 at 10:21
  • if user replays to that mail before attaching the thread id. then it's creating a duplicate case. – Anup Kage Jun 28 '19 at 10:32
  • yes, that's correct if user replying without case thread id it will create duplicate case. – MIX DML Jun 28 '19 at 10:35
  • any workaround to avoid creating a duplicate case. i have gone through this link( sforcehacks.blogspot.com/2012/01/…) but it's working on inbound email handler. – Anup Kage Jun 28 '19 at 10:37
  • May be you can add case thread id in these places, template, subject and body of email. – MIX DML Jun 28 '19 at 10:46

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Browse other questions tagged or ask your own question.