Email Template: Case Thread ID in an email template is stripped
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Known Issues · In Review

Email Template: Case Thread ID in an email template is stripped

Service , Messaging

Last updated 2022-05-18 ·Reference W-2774447 ·Reported By 224 users

In Review

Summary
When using an email template with Case Thread ID merge field ({!Case.Thread_Id}) to send outbound email from a case, the thread id is stripped.

Repro
There may be different scenarios around this one. Below is an example with reproduction steps:

1. Create a new HTML template in the app.
2. Copy/Paste following HTML (Note the merge field {!Case.Thread_Id} used in the body tag)

===============================

<html>
<head>
<title></title>
</head>
<body>

<ul><li>Click here to see the issue in the new email window: <b><a href="mailto:test@domain.com?subject=Email
%20Template%20Test%20Missing%20ThreadID%20{!Contact.FirstName} {!Contact.LastName}%20({!Case.Thread_Id})
&body=This is a test for email template ThreadID issue.">Click Here</a></b></li>

</body>
</html>

===============================

3. Save the template
4. Open an existing case with yourself as a contact
5. Use EmailAuthor (via "Send an Email" button in Activity History)
6. On the EmailAuthor page, click "Select Template"
7. Select the above HTML template saved in #3
8. Send the email
9. Observe email is received in your inbox
10. Click on the "Click here" hyperlink in the email body, a new "Compose Mail" window would open with Subject being populated
11. Observe Subject being populated however the thread id is stripped

Workaround
Enable below settings on Email-to-Case Settings page so that Case outbound emails have a Thread ID or Reference ID appended.

Insert Thread ID in the Email Subject
Insert Thread ID in the Email Body

And ensure any reply back to Salesforce have the Thread ID or Reference ID copied in email subject and/or body.

If the Reference ID is missing from the Subject, as in the above scenario, manually copy from the original email body and paste in the Subject of New Email and send the reply email.

Reported By (224)

Alison Dadia Eric Stanard Jesse Carter Mary Earley Natalie Gunther Sehar Sohail Kristin Flewelling GO Administrator Manny Ghotra Matia Boldrini Sheldon Simmons Andrea Carvalho Jonathan Meltzer Gene Heptonstall Mike Webb James Casazza Jr Kurt Orto Sethuraman Solairajan Nathan Riggs Vandana Mahajan Noris Pasic April Barclay David Simpson Amrik Das Jérôme de Boeck J Stilling Keleigh Porter Lina Nakache Madelene Wärja Kris McKee Alyse Golden Lalit Shinde Norma Velasquez Christian Schmidt Natalia Plant Mohan Vadla Claudia Tobias Aaron Genter Ryan Paddy Amanda LaPres Graham Webster-Newman Neha Shah Steve Symons Aakash Singh Scott McClung Christina Pass Staci Gilmore Kristen McCleary Erin Spencer Artem Nikitin vijay laxmi Laura Mort Jesus Castro felix Jon LaRosa Parag Vyas Anya Shtuk Robert Winger Carrie Trentham Laurie Cantwell Esa Vasara Nicholas Molina Oded Harniv Borbala Antal Andrew Crozier Ekta Gupta John Erskine Jon Neustedter Robby Taylor Mary Tepas Yvette Somerville Hun Low David Hunsinger Ronald Noguera Erika Ujvari James Casey Elvin Pang Brad Currier Abhinav Kumar Sharma Paul Fores Peggy McCafferty Anders Kabel Kimmo Ukkonen Kameshwar Singh Saurabh Kapadia Kim Le Adriana Angulo Zijing Zhang Jacek Wroblewski Karen Fish Schurder Anthony Lullo Carlos Arcenas Yana Roze Shane Jensen Dina Mann NICOLAS RAISON Tanya Bokk Ramya Ramamoorthy Peter D'Angelo Bernadette Buck Ray Lau Naresh N Maggie Chen Smartapps Support Brian Williams Briann Dillon Anna Adams Garrett Hunt Alix Bowman Nicolas De Cocatrix Emil Bubev David Henderson Brian Bellman Eboni Blake Ryan Robertson Simon Clarke NetU NetU Hellas John Lunseth Allie Lawler Hanna Sandoval Christopher LeBlanc Mint Dev Toyo "TJ" Brown Karyna Woods Lance Johnson Ashwin Moturi Morgan Gordon Kaeli Saner Lisa Plekhanova Amin Amin Randi Arcand Bri Kics Andrew Froeber Micah Roos Benjamin Kloos Ashley Laflin Katie Sangster Matthew Becker Kirby Ahlm Milan Jordan Fay Pearson-Sue ASHWATH DESHPANDE Janardhana Devegowda Lorael Arnquist Duane Nomeland Jordan Skillman Joshua Gallagher Jamie Mulholland Brandon Wright Garret Ferguson Mark Edwards Pavan Peri Nico Wrenn Fausto Perez Bonita Elevario Kyle Handley Terrance Cavender Bill Horton Erik Lopez Elin Hojati Kai Addae sri konchada Anu A James Browne Michael Fedor Kelly Eisenhart Stefan O'Halloran Julie Rowland Gabriela Ciuculescu Inactive User Gareth Purdy Fidelia Teoh Jeff Martin Kerry Day RajivKumar Bhatter Huan Vo Jim Parker Duncan Shea Christopher Wagner John Westenhaver Mathias Krüger Richard Kern CSS Corp Mike Nassar Julia Absetz Jordan Buser Ben Benaziz - eu Carissa Smith Fran Johnson Christopher LeBlanc TJ Wilcox Ben Fuller Maria Huemmer Richard Kao Jennie Davies Kathy Jasso TRISHA ROSKOM Brandon Bauman Richa Dorrestijn Sanne van Dijk Martijn Boerkamp Susan van Oostveen Heather McLemore Mike Wolvin Bob Lurvink Marko Sajlovic Richard van Driel Maurits den Boer Tom Selten Eelco Keyer Paul Arentsen Jeroen Gerber Niels de Geest Mark Schoot Uiterkamp Paul Bos Lazlo de Vries Jochen Feinhals Ido Greenbaum Maria Falla Elliott Manchee Taraka Venkatesh Dinesh Singh Dennis Morin John Rowley Raghavender Pulipati

Is it Fixed?

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