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08-14-2024 12:09 AM
Hello,
When we receive any mail from ServiceNow instance when they click on reply in body of the email ref id is not showing when users using new outlook or web outlook , but in old outlook we see the ref id.
Could you please suggest , some users copy the ref id and send a email to venders copying ServiceNow instance email address so ref id is required in new outlook also.
Solved! Go to Solution.
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09-24-2024 06:42 AM
Microsoft has confirmed this feature is not available in new outlook or web mail.
We would need to inform you that users transitioning to or testing the new Outlook might notice some differences in available features or how certain functionalities are implemented compared to the classic version. As development progresses, we aim to integrate more of these features into the new Outlook to ensure a seamless user experience.
That being said, the Message ID which is part of the Internet headers feature is currently unavailable in new Outlook. However, this is under consideration for a future release.
We have confirmed that our product development team is currently working on this feature. But currently there is no ETA as to when exactly the feature will be released and implemented on your device. Hence, we request you to keep your Outlook Office apps updated so that once the feature is released as a part of update it gets implemented on your device.
If any of those limitations are critical for your work, we recommend you stay in the classic Outlook until they are resolved, or you can switch the toggle to go between apps as often as you want.
Hope this information helps.
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08-14-2024 12:30 AM
How the emails are triggering to old and new outlook?
Regards,
Prasanna
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08-14-2024 12:36 AM
Hello Prasanna,
Example , as a requester i create a ticket , i get email notification from ServiceNow instance saying RITM123456 has been created ( this is for ticket creation notification)
when i open this email and reply i see ref id in old outlook and same i do but don't see ref id in new outlook.
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09-24-2024 06:42 AM
Microsoft has confirmed this feature is not available in new outlook or web mail.
We would need to inform you that users transitioning to or testing the new Outlook might notice some differences in available features or how certain functionalities are implemented compared to the classic version. As development progresses, we aim to integrate more of these features into the new Outlook to ensure a seamless user experience.
That being said, the Message ID which is part of the Internet headers feature is currently unavailable in new Outlook. However, this is under consideration for a future release.
We have confirmed that our product development team is currently working on this feature. But currently there is no ETA as to when exactly the feature will be released and implemented on your device. Hence, we request you to keep your Outlook Office apps updated so that once the feature is released as a part of update it gets implemented on your device.
If any of those limitations are critical for your work, we recommend you stay in the classic Outlook until they are resolved, or you can switch the toggle to go between apps as often as you want.
Hope this information helps.
