Inbound emails being processed inconsistently across tables / truncated vs. Show full conversation

[Viviane Clausen]

Hi,

my desired situation is the follwoing:

- incoming email is being processed and full email body is stored

- email reply separator are used in order to detect conversation history

- a "Show full conversation" link is shown in the Activity Stream when an email reply separator matches

However, in our instance the behavior differs between emails connected to a Case (sn_customerservice_case) vs. to a Task (sn_customerservice_task):

-> For our Task table, the situation is as desired:

A customer replies to an email thread using e.g. gmail. The email history is being added at the end, automatically adding an email reply separator such as: "On xx.xx.xxxx xx:xx ABC wrote:"

The inbound email from the customer is being processed and a record in sys_email created, showing the full email body (including everything written after  "On xx.xx.xxxx xx:xx ABC wrote:". In the Activity Stream of the related task, the email is shown with the latest reply + a "Show full conversation" link. 

When clicking on this link, I can see  "On xx.xx.xxxx xx:xx ABC wrote:"with alle communication written after. 

-> For incoming emails related to Cases, email text is being truncated whenever an email reply separator matches. So only the latest reply is shown:

A customer replies to an email thread using e.g. gmail. The email history is being added at the end, automatically adding an email reply separator such as: "On xx.xx.xxxx xx:xx ABC wrote:"

The inbound email from the customer is being processed and a record in sys_email created, showing only the latest reply. Nothing shown starting from where  "On xx.xx.xxxx xx:xx ABC wrote:" would have started.

We already checked the following: 

-> inbound email actions for cases and tasks both use "email.body_html" . No difference in the action itself

-> the email text is already being truncated in the record created in sys_email. So the truncation happens before any inbound action ran.

-> when checking the same email in the Sender's email account (e.g. gmail) the full email body has been sent. So truncation must happen within ServiceNow's email processing. 

-> the cutoff always matches the email reply separator. So this is the definition where to run the truncation.

-> there are no table specific email reply seprators. All created ones are for Global scopes in general. And therefore apply for both cases and tasks.

-> we use the same record page for both cases and tasks. So no explanable difference in configurations there. 

So my questions are:

Why would the same inbound email be parsed / handled differently for cases vs. tasks?

What could be the reason that email text is being truncated for cases, while not for tasks?

Which Script Includes / Flows & Flow Actions are defining how inbound emails are being processed for cases vs. for tasks? 

What could be the root cause and how can I change the pasing behavior for cases, so it matches the one for tasks and I can use the "Show full conversation" feature designed by ServiceNow? 

Thanks in advance for your help. 

Best regards