– leveraging your Microsoft
This multi-line field has to be mapped with the Threading Field in the HelpDesk OSP List Settings.
1.16.2 Sent e-mails folder
All sent e-mails of the e-mail threading will be moved to the subfolder HOSPSentItems under Sent Items after they have been added into the SharePoint ticket.
1.16.3 The e-mail
When you create a ticket from an e-mail and the option ‘Enable E-mail Threading’ is checked, HelpDesk OSP will append the ticket ID in the Subject of the processed e-mail (Ticket: + Subject + [ticket id)) to identify its SharePoint\Office Live item ID.
When you reply to an e-mail, make sure it has been converted to a ticket. Otherwise the Threading feature will not work. To check this, see if the subject line of the email has changed to "Ticket: <Subject> [ ticket #] "
1.16.4 The e-mail thread in the ticket
HelpDesk OSP for Outlook and SharePoint ‒ User Manual