ways to handle full email signatures cluttering Incident tickets

[Sharad_Mehra]

Hi Community,

We are facing an issue where Incidents created or updated via inbound email include the user’s full email signature and legal disclaimer, which makes the ticket description/comments difficult to read and impacts analyst efficiency.

We would like to understand the best‑practice approach to handle this in ServiceNow.

Current behaviour:

• Incident creation/update via email captures the full email body
• Email signatures, disclaimers, and contact details are included
• This results in cluttered descriptions and additional comments

What we are looking for:

• Recommended OOB or best‑practice solution to strip or minimise email signatures
• Preferred approach:
  • Inbound Email Action?
  • Pre‑processing the email body?
  • Safe scripting patterns (without breaking valid content)
• Any built‑in ServiceNow features or settings that help with this
• Common patterns or markers used to identify signature blocks

Constraints / Notes:

• We want to avoid aggressive regex logic that could remove valid user input
• Solution should be maintainable and upgrade‑safe
• Ideally applicable across Incident and other task tables

If anyone has implemented a stable solution or can share examples/patterns they’ve used successfully, that would be very helpful.

Thanks in advance!

[Tanushree Maiti]

Refer this link, if it helps.

Remove Email signatures from Inbound email action triggered journal entry

[ashleyharve]

Dealing with those massive email signatures in tickets can get messy fast, especially when analysts just need the actual message. I’d go with inbound email actions or regex-based cleanup to strip signatures and disclaimers before they hit the record. Had a similar setup alongside Phonexa integrations, and keeping inputs clean made a noticeable difference in readability and response speed across the team.

[Sharad_Mehra]

@ashleyharve Could you please share the details.Thanks

[Diogo Ramos]

As far as I am aware for OOB solutions, you only have the following properties:
Email image filtering • Australia ServiceNow AI Platform Administration • Docs | ServiceNow

Normally these should already remove some clutter from your activity. You can off course always improve further depending on your use case by creating your own customized solution, I did not try yet, but an AI approach could probably be interesting for this.

I hope this helps !