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:

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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]

Not sure. You will need to test that. I do think that signatures often have 'hidden' links (click on linkedIn logo, go to profile) and such. Maybe it breaks because of that. 

And otherwise: tell them that adding complete emails to the description is breaking emails and they have to choose what's more important.

[Navaneeth1]

Hey @Mark Manders ,

So, I was using flow designer email notifications for the process and I tried using the standard notifications instead and added the description in there and it works! Can you think of a reason why standard notifications are working but flow designer based email notification breaks with such embedded urls and all? I'd like to keep the flow designer one itself because otherwise a lot of separate email notifications will have to be created.

[Mark Manders]

I don't know the difference in email generation between Flow and the standard notifications. You can try just to trigger the standard notification from the flow.