Email Reply Separator
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‎01-18-2022 12:58 PM
I have an inbound email flow to process replies to open cases. I would like for the reply to be added to the case as an additional comment. In my flow, I am assigning the email.body_text to the Additional Comments. It's working but it doesn't apply the Email Reply Separators, so the entire email chain is being attached every time. Any suggestions?
How do I get to the email body text in flow designed after the email reply separators are processed?
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‎10-17-2022 12:09 AM
Hi Michelle,
Could you please provide the custome Java script which you added ? i have a similar requirement, would like to add the code .
TIA
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‎01-24-2022 01:07 AM
Well, they are mostly used for populating the additional comments that are created from the content of the email. For e.g on incident The OOB business rule: Update Incident (BP)
Also if you check the OOB Inbound action Update Approval Request on Approval table, this populates whatever comments approver mention to the record comments.
URL: https://instanceName.service-now.com/nav_to.do?uri=sysevent_in_email_action.do?sys_id=b43ef438c611227100a9aa83fe121dda
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‎08-15-2024 08:38 AM
Chiming in here to say that I/we have also had this problem and had to deal with it with custom javascript.
