E-Mail Inbound - reply is not linked to Service Request

Hi all,
we set up the E-Mail Inbound according to this guide E-MAIL INBOUND CONFIGURATION- ALM: Incident Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki
The only difference to the Settings of the guide is that we maintained it for the ZMRQ. If we send an E-Mail to the System, then automatically a service request will be created. E.g. In the status "Customer Action" the requester gets an E-Mail with a tracking ID and can reply. But now we are facing a problem, the mail is not linked to the already existing ZMRQ and according to the rule policy again a new ZMRQ is created.
So we tried in addition to the mentioned guide above also this How to set up Threading in ERMS - CRM - SCN Wiki ,  this linked the ZMRQ to the mail. I am wondering a bit, because I know other systems with working inbound functionality and they are not set-up as in the Threading guide. Furthermore some other issues still exists after the reply the Status of the ticket is not automatically set to "in process", the text fields are not copied etc.
Now I removed the settings from How to set up Threading in ERMS - CRM - SCN Wiki again, because I think the reason is something else...
Does anyone know where the tracking ID of the incoming mail is checked? Does this take place in the workflow? I am thankful for every advice!
Regards
Katja

renstarr,
I don't own the items purchased anymore...
For new Apple ID iTunes says something like "This Apple ID has not been used with iTunes yet" and asks me for the credit card details etc
For testing puproses I've deleted one of the purchased application from my device and iTunes claims that I need to buy it again....

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