Email incident threading

[EdgarMaximA]

Hi everyone, I have an issue with a client's requirement, we have a flow that triggers when an incident is resolved and a notification is sent every 24 hours to the caller, however the client wants the 2nd, 3rd, 4th and 5th notifications to be threaded, is this possible? I've seen other users suggesting the use of system properties but I'm at a loss here.

[Matthew_13]

Hi Buddy,

Yes, this is possible, but it’s important to know that threading isn’t controlled by the flow timing — it’s controlled by how ServiceNow sends the emails.

What’s happening today is likely that each reminder is being sent as a new email, so the mail client treats them as separate conversations. For emails to thread, the follow-ups need to be sent as replies to the original message, so they share the same email headers (Message-ID / In-Reply-To / References).

A few key points to keep in mind:

• You don’t need a special system property just to make this work. Most of the properties people mention are global and don’t really solve this use case.

• If your flow is using Send Notification (tied to the same incident), ServiceNow will usually handle threading correctly as long as it’s replying in the same context.

• Threading often breaks if you use Send Email actions or create separate notifications that generate brand-new outbound emails each time.

My recommended approach is:

• Send the first notification when the incident is resolved as usual.

• For the 2nd–5th reminders, send them using the same notification/record context, so ServiceNow treats them as replies rather than new messages.

Basically: this is less about the 24-hour schedule and more about how the email is generated. Get that part right, and the emails should naturally thread in Outlook/Gmail.

@EdgarMaximA - Please mark Solution Accepted and Thumbs Up if you find Helpful!

[Ankur Bawiskar]

@EdgarMaximA 

I am not getting what it means by threaded?