training Outlook to group my SNow ticket notifications into 'Conversations'

[PB7]

Hi community,

Just like Outlook collates messages from the same email thread into a collapsible // expandable ‘Conversation’ , is it known if Outlook can be programmed to pay attention to unique email identifiers [e.g. “CS12345” in the Subject , or “REF:AST12345” in the email body) in order to collate the various system-generated update email notifications that a given SNow support record thread sends out?

E.g. if I open CS007, the “Case Created” , “Case Assigned” , “Additional Comment Added” , “Solution Proposed” emails that SNow sends out re: CS007 are  grouped as a single ‘Conversation’ unit in my Outlook.

Thanks,

Pat

[emcmanis]

I have the same question -- for me Outlook isn't even grouping "Additional Comment Added", even though the subject lines are the same.

[PB7]

Hey emcmanis,

Did you have any feedback on my code , or any other insights you can share to help me reproduce the success you reported?

Thanks!

[PB7]

SNow HI has twice advised me to take it up with Outlook now ... 

Our internal Exchange admin has floated if we can put some UID string in the ticket notification email headers, but alack, to no avail so far...

[emcmanis]

Actually, after posting earlier  and doing some further research we tried adding an 'in-reply-to' header to email notifications with the case number in it via a business rule. That has worked pretty well -- notifications are grouping.