How to allow special characters (smileys, emoticons) to pass to Servicenow?

[sailesh1]

hi all

I'm now using the servicenow default "Create Incident" inbound email action.

When I send the plain text, everything is alright, but when i used smileys or emoticons in my mail message. the followign text next to smiley is getting truncated.

Any reason for this behavior? Need i to change field type to HTML/Text like that?

Thanks

Sailesh L

[Alberto Consonn]

Hi Sailesh,

you can't use this smileys or emoticons in a plain text field cause they're not recognized as text, you necessarily have to change the type to HTML text field.

Please, remember to mark Correct or Helpful if you find my response useful.

Cheers
Alberto

[sailesh1]

Hi Alberto,

Where should I update the type?

In general we have worknotes & additional comments as journal field in ServiceNow (default)

[Alberto Consonn]

Try this solution, it should work for Worknotes and Additional comments fields:

Change Additional Comments and Work Notes to HTML?

Please, remember to mark Correct or Helpful if you find my response useful.

Cheers
Alberto

[SaiRaviKiran Ak]

Hi,

This is a known Service Now issue without a fix at this stage.

Check out ServiceNow KB: Four-byte UTF-8 emojis cause email to be truncated in database (KB0621602)

Thanks,

Ravi