Email Threading outlook and gmail

[diogo_ramos]

Hey everyone,

I've come across a problem where a user wants to create a ticket via email, and for all replies to that email via ServiceNow should be stored as a conversation in the email client, I was able to achieve this if we would use the same subject, what happens in this case is that the subject is dependent on the state so it will always be different.

Did anyone face this problem before, is there a way to send something in the headers that would allow the client to correctly see the email as a child from the original one ?.

Cheers,

Diogo

[tim210]

Hi Diogo,

As far as I understand your question the subject lines in your emails changes when the ticket changes state? E.g. Incident INC1234 State:Active Comment Added and then later Incident INC1234 State:Resolved Comment Added or something that like?

If that's the problem you could just edit Subject under What it will contain in your email Notifications to not include the state or any other fields that might change. E.g have the subject always be something generic like Incident INC1234 Updated

There is apparently a header that Outlook 2010 and newer check when deciding to group messages into conversations: Outlook 2010 no longer using Subject to group messages into conversations . But this won't work for your Gmail users (or users of older Outlook versions) because apparently Gmail relies on the subject only: How does Gmail decide to thread email messages? - Web Applications Stack Exchange and Group emails into conversations - Computer - Gmail Help

[diogo_ramos]

Hey Tim,

Thanks for your reply but the subject has to be like that so the only option is to use the headers, I will investigate more to see if I can find anything.

Thank you.

edit: I was able to get this working for Outlook, using the Thread-Index value from the first email that enters the system, for email other than having the same subject one way I could get it to work was to have the following as the subject: [random text] Same subject, everything that's in square brackets gets ignored, it only works on gmail tho.

[Arpit Ahlawat2]

Hi diogo.ramos can you tell me How you have done  all replies to that email via ServiceNow that should be stored as a conversation in the email client?