Setting Custom Email Headers

[pranavparmar]

We are working towards managing ServiceNow outbound emails as Conversation using thread index & thread topic. Did anyone try this before?

We want to append thread topic & thread index headers whenever we sent notification from ServiceNow. This will help users to manage related emails for same incident, problem, change or any task emails from servicenow.

Anyhelp would be appreciated.

Thanks

Pranav

[lss123]

I'd have to do a lot of trial and error to figure out if and how to remove that header based on certain conditions.   I do know there is a property called "glide.pop3.ignore_headers" which specifies what ServiceNow headers will cause an inbound email to be ignored.   X-ServiceNow-Generated is one of those headers.   Documentation here: Inbound mail configuration.   Maybe there is a solution in there for you.

[JC S_]

Hi,

Have you tried enabling the Email Filters plugin? Once you enable that you can modify "Ignore header" conditions to something like this:

As you will see, we moved the X-ServiceNow-Generated to a separate OR condition which will have a tandem AND condition so that anything that does not contain that keyword will be ignored.