Let me try to set this up.
We have email-to-case set up and it normally works fine. Today and yesterday we've had an issue. Sometimes, our help desk receives another email message (in THEIR own work email) regarding an existing or closed case with updated information, so they close the old auto-generated case, forward the new email to the email-to-case email, and it auto-creates another case with the updated information.
Well it WAS doing that. Since yesterday, it doesn't create a new case. Instead, it sends the auto-email (saying the case has been created) with the OLD case number. It doesn't even update the old case. Nothing happens except that auto-email with the incorrect information.
Do you know why this happens or how to fix it? Is salesforce actually intuitive enough to recognize an old case name and contact number? Even if it is, why isn't it even UPDATING the old one? Very curious...
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Inside emails autogenerated from Salesforce.com you'll find a thread ID that looks sort of like [ref:0d68248:50058385:ref]. Salesforce.com parses the subject and body of the email looking for something of this form. If it finds this tag anywhere in the body (even in the old replies) it will associate the email to the case that the tag refers to. This is most likely what's causing your issue -- an old case's thread ID is somewhere in the email body.
