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Function documentationE-Mail Threading


You can use e-mail threading for service tickets and cases to link e-mails to the associated business object, keeping all communication and related e-mails together for easy access to the information, regardless who handles the business object. E-mail threading also enables the e-mails to be routed to the person responsible for that business object if the customer sends the e-mail back to the interaction center.

Mail forms are used to create a tracking text.


  • You have created tracking text in CRM WebClient UI under Start of the navigation path Knowledge Management Next navigation step Mail Forms End of the navigation path. You can add an attribute under Text Element called Service Ticket/Order Tracking Text.

    The following mail form fields are available as variables for the case or service ticket number:



    If the variables are not available in the mail form, you have to manually add structure CRMS_ERMS_SCENARIO_FIELDS to the ERMS context in Customizing. You do this for in Customizing for Customer Relationship Management by choosing Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step Personalized Mail Next navigation step Maintain Attribute Contexts for Mail Forms End of the navigation path.

  • You have enabled tracking text insertion by maintaining the Tracking Text Form field and selecting the Track Txt on Reply indicator in Customizing for Customer Relationship Management. You do this by choosing Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define E-Mail Profiles End of the navigation path.

  • You have defined rules using the Route to Service Ticket Responsible and Route to Case Processor actions. For more information, see the actions and parameters table in ERMS Rule Policies.


  • E-Mail Tracking Thread

    The threading is enabled by the use of tracking text you define. You use variables that are filled at runtime with information such as the case or service ticket number to insert in the tracking text. These variables allow e-mails to be linked to business objects.

  • Tracking Text Insertion

    The system inserts the tracking text in the e-mail content when an e-mail is created, either manually or automatically through automated processing, or when the e-mail is replied to. If a service ticket or case is automatically created for an incoming e-mail from the auto acknowledgement action, you can link both the incoming e-mail and the outgoing reply to the service ticket or case.

  • Thread Detection and Routing

    When customers reply to e-mails, the system determines whether tracking text is inserted. The incoming e-mail can be associated automatically to the related business object. Attributes from these objects, such as the case number, can be used during rule evaluation. When you create rule policies, you can create rules that route the e-mail to the agent who is currently assigned to the business object.


Example Example

You create a mail form with the following as the tracking text.

************** DO NOT DELETE **************


************** DO NOT DELETE **************

You define a rule, “If Service Ticket Responsible Is Not Equal To "", Then Route to Service Ticket Responsible to forward the e-mail”.

End of the example.

More Information

E-Mail Threading Process