Incoming emails with Microsoft Sensitivity Labels show only “Read the message” and are not processed

[BjarneNormO]

Hi,
We are experiencing an issue after enabling Microsoft Sensitivity Labels. When an email is labeled as Protected, ServiceNow still creates the incident from the inbound email, but the email body is not processed correctly.

Instead of the actual message content, the record only shows a placeholder like the one in the attached screenshot — a “Read the message” button and the text explaining that the message is protected by Microsoft Purview Message Encryption.

This placeholder content is all that gets stored in the ticket, and the original message body is not available for parsing.

Has anyone found a workaround or configuration that allows ServiceNow to read or handle these protected messages, or is this currently a limitation when using Microsoft Purview sensitivity labels?

We are on Yokohoma version.

Any input or experiences would be appreciated.