When a user sends and email with a subject ,the email listener reads it and creates a case but if the subject changes,how will the case be created?

General
1

If we are sending an email with a subject say User Reference 123 and the email listener reads that subject and creates a case,but now say the user is sending the subject as **User ID123,**then how will the email listener create a case for this new subject as earlier we were sending a different subject ?

2

Pega Email Bot Foundation

Email Bots for Pega Customer Service

I hope this will help you

Thanks,

Ashok

3

Every email contains a unique Message-ID in its header. When a user replies, the In-Reply-To or References header typically includes this ID, allowing the system to trace and link the reply to the original message thread.

Subject alone does NOT control case creation or update
Pega uses Threading headers (preferred)

Message-ID
In-Reply-To
References

Email Reply Tracking and Thread Maintenance | Support Center ?

4

Hi @RameshSangili so in this case we cant make changes then,i mean we do not have to make any change in the email listener?if the subject of the email changes?

5

That’s correct

6

Hi @RameshSangili we do have a option in service email rule in request tab to override subject email(checkbox)then why is this used?and also in case of email bot configuration we do give subjects /keywords to read from the email so will these be not affected?