Why JEMHC notification are not associated with original mail within Outlook mail client
In order for JEMHC notifications to be associated to the original email, you require Include Reference To Original Mail to be enabled within the relevant Notification Mapping within JEMHC > Notifications > Email.
When using Outlook you may see that the JEMHC Notifications are not associated to the original mail that created the issue/comment. We have found that this only affects Outlook Classic and when using Outlook New Look or Outlook Web the mails should be grouped correctly.
Below shows the same mails within the new and classic view of outlook, in the new look the sent emails and notifications are grouped together and in the Classic Look the mails are separated into two conversions (one for Sent mails and one for JEMHC Notifications):
New Look | Classic look |
|---|---|
| Conversation 1:Conversation 2:
|
Based on this, if you are using the Classic look for outlook and encounter this issue. The recommendation is to test if you see the same issue within the New look, if this does not solve the issue then feel free to create a Support ticket via support@thepluginpeople.com or https://thepluginpeople.atlassian.net/servicedesk/customer/portal/1