Email Threading
Hi, I use Gmail client and threading works fine for me, but clients on Outlook are reporting that emails for the same ticket are not threaded. Is this known? Is it fixable?
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Hi Alan. This could be an issue with the threading logic in Outlook rather than a YouTrack problem. There are reports that Outlook relies on special email headers like
Thread-Indexthat are not commonly used outside of Outlook, and the header may also differ depending on the Outlook version.Outlook can probably use the email subject as a fallback when the said headers are not present in the email. The email subject in emails sent by YouTrack depends on the notification templates, and these templates can be edited.
E.g., the default code for the helpdesk email confirmation subject is:
<@l10n>[Request Received] ${threadSubject}</@l10n>. You could try editing it like so:<@l10n>${threadSubject}</@l10n>. Then you can check whether the confirmation email is threaded in Outlook under the original email sent by the ticket reporter.Thanks, I'll check, as I don't use Outlook and you know how fickle custermers can be when these things happen, it may be difficult but I'll expeirment.