StackOverflow2013

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288795
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2008-11-13T23:46:48.353
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Body
As far as I know, there's not going to be a 100% foolproof solution, as not all email clients or gateways preserve or respect all headers. However, you'll get a pretty high hit rate with the following: <ul> <li>Every email message should have a unique "Message-ID" field. Find this, and keep a record of it as a part of the case. (See <a href="http://tools.ietf.org/html/rfc822" rel="noreferrer">RFC-822</a>)</li> <li>If you receive two messages with the same Message-ID, discard the second one as it's a duplicate.</li> <li>Check for the "In-Reply-To" field, if the ID shown matches a known Message-ID then you know the email is related. </li> <li>The "References" and "Original-Message-ID" headers have similar meanings.</li> </ul> If your system ever generates emails, include a CaseID# in the subject line in a way that you can search for it if you get an email back (eg: [Case#20081114-01]); most people don't edit subject lines when replying. The internet standards <a href="http://tools.ietf.org/html/rfc822" rel="noreferrer">RFC-822</a>, <a href="http://tools.ietf.org/html/rfc2076" rel="noreferrer">RFC-2076</a> and <a href="http://tools.ietf.org/html/rfc4021" rel="noreferrer">RFC-4021</a> may be useful further reading. Given that there will always be messages that are missed (for whatever reason), you'll also probably want related features in your case management system - say, "Close as Duplicate Case" or "Merge with Duplicate Case", along with tools to make it easier to find duplicates.
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1. POHow To Identify Email Belongs to Existing Thread or Conversation
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1. USBevan
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