Email Threading

[mitchr]

We had a question posed to us regarding emails send from a record.

Is it possible for Servicenow to adjust header so all emails sent are withing the same thread?

Here's the wording used.

"Please add threading headers to the IM update e-mails.  These are "In-Reply-To" and "References" headers that contain the message ID of the message that is being replied to.  The mails lack all the headers needed to allow mail clients to sort mail by thread."

[bernyalvarado]

Hi Robert,

Surely this is possible. You just need to update ("customize") your notifications so that these contain the headers on your desired format.

Most of your notifications can be found on your instance by simply navigating to notifications on your navigation window. Some other notifications may need to be changed within workflows.

Thanks,

Berny

[shivanipatel]

Robert,

We are glad you took advantage of the ServiceNow Community to learn more and to get your questions answered. The Customer Experience Team is working hard to ensure that the Community experience is most optimal for our customers.

If you feel that your question was answered, we would greatly appreciate if you could mark the appropriate thread as "Correct Answer". This allows other customers to learn from your thread and improves the ServiceNow Community experience.

If you are viewing this from the Community inbox you will not see the correct answer button.   If so, please review How to Mark Answers Correct From Inbox View.

Thanks,

Shivani Patel