We're having this issue and can't quite seem to see what's going on. We send an email from SD (7.5) using an email template. At the bottom we have ${WorkflowTrackingId} added in the thought that when a client responds, their response will be added to their original ticket. Unfortunately this isn't happening. The variable is expanded to be the full TrackingID but a new incident is created rather than appending the original. I believe we are fully up to date so I dont' know if this was an issue with the base install or if it broke during the MP update or not. Anyone else seeing it and/or know what to look at to fix it?
Poking around in the SD.Email.Monitor it appears to be looking for IID={something_here} to be able to determine if the email should be added to the corresponding incident. I guess the next question is how to get the IID={XXXX} into an email template so that it can be used. I have tried manually using IID={$(WorkflowTrackingId)} but that doesn't appear to be working.
And of course, I found it. The answer is in the User's Guide. I needed to move the {}. The templates for Incident Management should be written like this:
{IID=${WorkflowTrackingId}}