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Answered

SharePoint SLA Tracking – Reply Detection Issue

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Posted on by IB-22040114-0 43

Hi everyone,

I’ve set up SLA tracking where email intake is recorded into a SharePoint list. The system uses MessageID to detect when a task/email has been replied to. It successfully captures details, including subjects with “RE:” or “FW:” prefixes, and filters vendor company names.

The problem:

  • Even though replies are captured (e.g., “RE:” emails), SharePoint does not update to reflect that the staff has replied.

  • The emails often share the same subject line, so they appear as duplicates in the conversation thread.

  • My focus is only on detecting the first reply, but the system isn’t updating correctly when that happens.

  • External replies may also be contributing to the issue.

Has anyone encountered this problem with MessageID tracking in SharePoint when handling duplicate subjects or threaded conversations? Any suggestions on how to reliably detect the first reply would be very helpful.

Thanks!

Categories:
Using flows
Power Automate Mobile App
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  • Verified answer
    Haque Profile Picture
    Haque 3,653 on at
    Hi @IB-22040114-0,
     
    To reliably detect the first reply in your SLA tracking system using SharePoint and Power Automate, the best practice is to use the Conversation ID instead of the MessageID for tracking email threads. 

    Feasiblity Analaysis:
    MessageID is unique to each individual email message, so replies have different MessageIDs even if they belong to the same conversation. This causes duplicates and makes it hard to detect the first reply.

    Conversation ID remains the same for all emails in the same thread, regardless of how many replies or forwards occur. This makes it ideal for grouping and tracking conversations.

    To implement this:

     
    1. Store the Conversation ID of the original email in a dedicated SharePoint column when the email is first recorded.
    2. When a new email arrives (including replies), use the Conversation ID to query SharePoint for existing items in that thread.
    3. If a matching item is found, update that item to reflect the reply status (e.g., mark as replied by staff).
    4. This avoids creating duplicate items for replies with the same subject and ensures only the first reply triggers the update.

    NOTE: You can also store additional metadata like  Message ID for reference, but rely on Conversation ID for threading logic.

     
    I am sure some clues I tried to give. If these clues help to resolve the issue brought you by here, please don't forget to check the box Does this answer your question? At the same time, I am pretty sure you have liked the response!

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