Emails not being sent when description field value contains links

[Navaneeth1]

We have allowed our customers to create new incident tickets by sending emails to the instance. The subject of the email will be captured in the Short Description of the incident ticket and the entire body of the email will be captured in the Description of the Incident ticket.

When an incident ticket is created, the platform is designed to send out emails containing the incident number, the short description, and the description.

If the body of the email that created the tickets had links/pictures in them (that would be the description field in the incident), then we noticed that the notification emails for new incident creation were being sent not sent. When we checked the flows logs it would say error and had a huge bunch on unrecognizable HTML based issue. These links that were on the email were mostly signatures as shown below:

##########################################

Regards,

Navaneeth Sunil

R&D IT Specialist

DAS Federal, LLC | Digital Applied Solutions | WOSB | SDB | 8(a) | GSA MAS - 47QTCA22D0031 | STARS III - 47QTCB22D0238 |  www.dasfederal.com

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When we removed the "Description" field from the email notifications, emails are being sent. We have a feeling that since the emails that are sent as notifications, these signatures might be getting involved in the script somehow. Could someone please let us know how we can keep the descriptions and still make the emails work?

Thanks in advance! 

[Mark Manders]

What field from the email are you putting into the description? Just the body_text, or the body? If it's the body, you can try with the body_text. We had the same once when users were sending emoticons as answers. That broke replies.

On the other hand: why are you sending an email with the entire description in it? Isn't it enough to receive an email that there's a new record with the record number (and link to it), about 'short description'? If the description contains everything, including links, you run the risk that receiving parties will bounce the email, because of those links embedded in the email.

[Navaneeth1]

@Mark Manders ,

Thank you so much for the response! In the inbound email action that receives these emails, there's only one option for the field that can be put in the description and it's the Body(Text).

This still broke the replies because if you see the signature I've posted above(this post), it contains links to things, and that somehow breaks HTML scripts.

We advised the clients about the description breaking the emails but they seem to desperately need it. Can you think of any other way around this?

[Mark Manders]

I think you will need to remove the signatures from the description to get around this.

Maybe https://www.servicenow.com/community/now-platform-articles/remove-email-signatures-from-inbound-emai... can help?

[Navaneeth1]

Hey @Mark Manders ,

Do you think random links in emails will also break this? Links that are not in the signature?